Marketplace

 

Bord Gáis Energy and Bord Gáis Networks operate independently in the Marketplace, as required under EU and national legislation, separately providing and managing their product offerings and services to their customers. Bord Gáis Energy operates in a competitive environment providing gas and electricity to c. 950,000 customers. Bord Gáis Networks builds and operates one of the most modern natural gas networks in Europe. Throughout Bord Gáis, providing excellent customer service is undoubtedly our overriding goal. But we also want to offer our products and services at competitive prices, anticipate our customer needs and meet sustainable energy requirements.

 

 

 

Key Achievements 2009

 

• Won the overall award for Best Contact Centre in the UK & Ireland;
• Received three gold awards from the Irish Contact Centre Management Association for excellent customer service in our customer contact centres;
• Introduced competition to the residential electricity market, bringing savings to over 300,000 homes;
• Made a special donation of €1 million to assist vulnerable customers with their energy bills following the cold spell during Christmas/New Year 2009/10.

 

Key Objectives 2010

 

• Retain best-in-class level of service provision through rigorous tracking of customers satisfaction levels and their changing needs;
• Combine the gas and electricity customer contact centres for greater customer convenience;
• Enable people to improve their energy efficiency by introducing a ‘one-stop-shop’ facility, including finance, for householders to purchase and retrofit products and home improvements;
• Increase the number of customers availing of paperless billing from 5,000 to 25,000.
 

Marketplace Overview

 

While Bord Gáis Energy and Bord Gáis Networks operate independently in the Marketplace, our commitment to the customer is the same and is underpinned by our shared company values across both divisions of the organisation. The following section is a summary of the actions Bord Gáis has taken in 2009 in relation to:

 

• Customer Service
• Vulnerable Customers
• Safety
• Our Products
• Product Improvement & Advice