Cutting gas bills mustn't lead to cut in service

3rd Feb 2016

Reacting to news that Scottish Power has become the latest of the Big Six energy firms to cut prices on its standard gas tariff, Jo Causon, CEO of The Institute of Customer Service, says:

“Cutting prices is an encouraging sign that energy companies are listening to customer feedback.  However, our own analysis shows that consumers focus on the extent to which utility companies ‘care about their customers’ meaning that tariff reductions should not focus on one segment of the customer base.

“Price matters, but delivering excellent customer service across the board is also an important strategy if the "Big Six" is looking to win back customers’ trust. While energy bills are part of this equation, organisations must be careful not to sacrifice service in order to reduce prices.

“Our research shows that the majority of customers prefer a balance between cost and service and whilst customer satisfaction scores are rising in the utilities sector if attention is on short-term customer acquisition rather than a consistent and sustained focus on the whole customer experience we may see this trend reverse.  To ensure this doesn’t happen, organisations must focus less on transactions and more on building relationships with their customers.”


Notes to editors

For further information please contact:
Mike Petrook
E: [email protected] 
T:  020 7260 2631/ 020 7260 2629

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 3,000 individual memberships.  For more information about the Institute of Customer Service go to

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