Seraya Energy engaged Synovate, an independent consumer research firm, to get feedback from our existing and potential customers. The survey, which randomly targeted customers at all levels, drew 177 respondents and was conducted from April to December 2007. Customers were asked to rate the sales team and customer care service team on their knowledge of the product, how helpful they were in response to enquiries, their level of attentiveness and politeness. The rating scale used ranged from 1 (Poor) to 5 (Excellent).

Seraya Energy achieved a high customer satisfaction rating with 81.4% of the customers giving a ‘4 (Good)’ rating or above. In addition, about 92% of the customers who responded to the survey said they were likely to recommend Seraya Energy to their friends.



Diagram 10.1: Overall customer satisfaction rating of Seraya Energy based on customer survey.