News reaction as record numbers switch energy supplier

12th Mar 2018

Responding to news that more than 660,000 customers switched their electricity supplier in February – the highest number yet and a 60% rise on February 2017 – Jo Causon, CEO of The Institute of Customer Service, says:

“It comes as little surprise to see such a high volume of customers switching supplier as almost half those we have questioned say they don’t bother complaining when things go wrong because it makes little difference, with the majority favouring a balance of service quality and affordability when it comes to choosing supplier.

“Given the importance of the UK’s productivity, an investment in customer service could vastly improve the experience of consumers, reduce costly complaints and drive up greater efficiencies. In a sector on the receiving end of animosity from its customers and the media, a clear investment in customer service will be a critical differentiator for that organisation, and our research shows that customers will reward with their loyalty.”


For further information please contact:
Rebecca Peck, Sophie Lanning, Bethan Davies
E: [email protected]
T: 020 7010 0877 (Rebecca Peck), 020 7010 0826 (Sophie Lanning), 0207 010 851 (Bethan Davies)

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 4,000 individual memberships. For more information about the Institute of Customer Service go to

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