Awards for SWM’s customer service

The German Association of Energy and Water Industries (BDEW) conducts an annual survey among residential customers. SWM finished in first position in the following areas of the 29 energy providers compared (as at February 2011):

• Overall customer satisfaction
• Environmental friendliness of the electricity
• Promotion of renewable energies
• Price-performance ratio of electricity
• Loyalty of electricity and gas customers (willingness to remain a customer and recommend the company)

SWM was in second place in the following areas:

• Overall company image
• Safety and reliability of electricity supply
• Activities to help customers save energy
• Price-performance ratio for gas

As in the previous year, SWM received the “top local provider” quality mark again in 2011. This was not just based on price but also on environmental friendliness, commitment to the region and service quality.

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SWM received the 2008 Bavarian Quality Prize for its high quality standards. The Bavarian Quality Prize is awarded to companies that achieve outstanding performance in the field of business quality.

The consumer magazine “Guter Rat” (7/2008 edition) and the comparison website Tarifvergleich.de carried out a service study covering 108 electricity providers throughout Germany. Price, contract conditions and telephone and internet service quality were evaluated.

SWM was rated as “very good” in all categories and was therefore named as the winner of the study. We were the only company to be rated as “very good” in the service quality category.

SWM was awarded “customer-friendly electricity bill” and “customer-friendly gas bill” certification from the energy marketing agency for outstanding customer friendliness and customer satisfaction. The key assessment criteria were the friendliness of the approach and clarity of facts and terms.

Whereas the average sector rating for both electricity and gas bills is “satisfactory”, SWM was rated as “good” for both. The certification score is based on the assessments of a panel of experts and a customer test group.