Iberdrola receives the DEC Award for "Best Customer Journey".
- The Association for the Development of Customer Experience, of which more than 150 large companies are members, is the reference institution in Spain.
- The award-winning customer journey aims to make it easier for customers to better understand their bills and consumption and to make the best decisions to promote savings and efficiency in consumption.
The Association for the Development of Customer Experience (DEC) has awarded Iberdrola Clientes the Best Customer Journey Award, in its ninth edition. This award from DEC, a benchmark institution in Spain in Customer Experience that brings together more than 150 large member companies, reaffirms Iberdrola's vision of placing the customer at the centre of the organisation.
The organisation has assessed the company's best practices to help customers better understand their bills and consumption, so that they can make better decisions to be more efficient and make savings. Thus, the award evaluated aspects of Iberdrola such as its ability to provide clear and predictive information, including the disaggregation of customers' electricity consumption in the home, its offer of personalised advisory services and its digitalisation capabilities, which include real-time resolution of doubts.
The candidacy presented a Customer Journey in which Iberdrola was able to detect and attack the user's main difficulty, successfully resolving it. The agility demonstrated by Iberdrola at such a complicated time for electricity companies, with the increase in energy prices, and by adopting a strategy of transparency with personalised efficiency suggestions and recommendations for customers, was highlighted.
As Raquel González, Head of Customer Experience at Iberdrola Clientes, explains: "We had the challenge of making life easier for our customers, making them understand their bill better and at the same time getting to know their consumption habits to help them be more efficient and save. We want to create long-term relationships and to do so, we continually listen to the voice of the customer and leverage the capabilities of technology and data to personalise their experience with every contact they have with us".
Iberdrola has addressed the improvement of the customer journey, not as a one-off project, but with a methodology of continuous improvement, in which it seeks the participation of the customer in all phases. This has not only led to an improvement in satisfaction, but also to an increase in the digitisation of the experience, an increase in customer loyalty and a doubling of the recommendation of Iberdrola to friends and family. With this award, the company adds the DEC Award for Best Customer Experience Strategy and the DEC Award for Best Customer Journey received in 2019 and 2020 respectively.
The DEC Awards jury is made up of 14 executives from large organisations, including the CEO of Metro de Madrid, the Director of Customer Services at HM Hospitales, the Marketing Director of FNAC and the Director of Customer Experience at Repsol.