OVO Energy best utilities firm for customer satisfaction

18th May 2018

OVO Energy scored 81.5 in the latest UK Customer Satisfaction Index (UKCSI), which is higher than both the UK all-sector average (78.1) and the utilities sector average of 74.4.

Utility Warehouse was the second highest-scoring company, with a score of 78.9. The next highest scorers, Bristol Water and M&S Energy, both scored 77.4.

Utilities second lowest-scoring sector in the UKCSI. The sector’s overall UKCSI is the same as in January 2017 and is 3.7 points lower than the UK all-sector average of 78.1. Utilities is rated lower than the all-sector average for in person, telephone and website experiences but scores higher than average for in writing and email experiences. Average satisfaction with website experiences in the sector fell by 0.5 points.

Around 18% of utilities customers are willing to compromise service in pursuit of a cheap deal, the highest proportion of any sector, underlining the importance of price for Utilities customers.

However, 58.4% of customers favour a balance of price and service when buying from the utilities sector and are not prepared to compromise service levels in pursuit of the cheapest deal.

Satisfaction with complaints handling and with the final outcome of complaints in the utilities sector improved slightly between January 2017 and January 2018 (to 5.3 and 5.6 out of 10 respectively). Both measures remain slightly below the UK all-sector averages.

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