Responding to feedback
‘How would the customer feel about this?’ – that’s the basis for all of our service, price and policy decisions at Ovo. And because we know that we should never assume anything, and to ensure our customers understand everything we do and say, we don’t assume anything. We simply ask.
This is where our ‘customer champions’ come in.
Customer champions are Ovo customers who have kindly volunteered to work with us and provide us with valuable feedback and input.
Some of the things are champions have helped us with so far are:
My Ovo – online account
A number of customer champions were emailed to view and test the ‘My Ovo’ area of the website, before we rolled it out to all our customers.
The feedback we received was overwhelming, most of the issues highlighted were resolved pretty quickly, and the ideas put forward are on our list for review for future development of My Ovo.
Improving our bills
We wanted to make our bills even easier to understand. So we asked our customer champions to have a look at our bills and provide us with feedback on how they looked, and how easy they were to understand. It was incredibly useful and helped us create the easiest to understand bill you can find.
