Consumer opinion of energy firms’ customer service revealed

16th Jan 2018

Results of a new poll show that smaller energy companies are offering better levels of customer service than their larger competitors.

Zog Energy, a gas-only supplier, topped the table with 96% of voters saying it had ‘great’ customer service. Bulb, Octopus Energy and Tonik Energy made up the rest of the highest-scoring companies.

However, the 12 companies in the poll faired worse than the last time a similar survey was carried out. The UK Customer Satisfaction Index (UKCSI) reports that the utilities sector as a whole performs below the all-sector average score (78.2) at 75.1. OVO Energy tops the UKCSI with an average rating of 81.1.

July 2017’s UKCSI report showed that eight of the 20 most improved organisations were utilities companies. The results suggested that regulatory and public scrutiny might have had an impact on utilities’ customer service. Northumbrian Water was the most improved organisation in that sector, seeing a CSI score increase of 6.5 points in the space of a year.

The poll found that smaller utilities performed better when it came to dealing with complaints or customer problems than the big six energy firms. 

Utilities firms’ interactions with customers in writing scored higher than the UK average in July 2017’s UKSCI.

The Institute also found that customers devote slightly more effort to resolving complaints with energy firms than the UK average. It also found that the telephone and companies’ websites were the main two channels of communication between customers and organisations.

The next UKCSI report will be published on 23rd January. 

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