Customer satisfaction in utilities sector remains lows

13th Aug 2018

Average customer satisfaction for the utilities sector has fallen by 0.4 points in the latest UK Customer Satisfaction Index, compiled by The Institute of Customer Service.

A score of 74.7 out of 100 in the July 2018 index is 3.2 points lower than the UK all-sector average of 77.9 and means that utilities is the eleventh highest-scoring sector out of 13. 

Utilities rated lower than the all-sector average for in person, telephone and website experiences, but scored higher than average for in writing, web chat and email experiences.  

However, the sectors performance for “in person” experiences – which represent 6.2% of all customer experiences in the sector – improved significantly by five points compared to July 2017.  

A high incidence of movement was noted in terms of how organisations scored when compared with previous surveys. 

Out of 25 organisations that received a UKSCI score in July 2017 and July 2018, five grew their scores by at least two points, while nine saw their scores fall by at least two points.  

Customers experienced a similar rate of problems as in July 2017.

However, satisfaction with complaint handling and the final outcome of complaints fell slightly to 5.3 and 5.7 out of ten respectively over the period of a year. 

The proportion of problems which cite an organisation “not keeping its promises and commitments” has almost doubled from 8.2% to 16.3%. 

Billing was cited as the most important priority for organisations to improve, with 29.4% of customers identifying it as a key priority. 

OVO Energy topped the sector – as it did in the July 2017 UKCSI – with a score of 81. 

Scottish Power was the lowest ranked organisation, scoring 69 points, a decrease of 1.1 points from its July 2017 score of 70.1. 

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