News reaction: what can be done to build loyalty as 3m energy customers switch supplier?

11th Aug 2017

Responding to news from Energy UK which suggests that the number of customers switching electricity suppliers has risen 14% this year, Jo Causon, CEO of The Institute of Customer Service, outlines how loyalty can be improved.

She says: “With electricity switching reaching the three million mark this year alone, it would appear that customers are clearly less likely to recommend their supplier and are more interested in switching than ever. Our research shows only 14% of UK customers who report issues with their energy provider are resolved immediately, while 40% find it takes between two days and 4 weeks and 22% report issues as still unresolved after a month.

“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.” 


Notes to editors
For further information, please contact:
Helen Glover or Mike Petrook (Institute press office)
E: [email protected] or [email protected]
T: 020 7260 2698 (Helen) or 020 7260 2631 (Mike)

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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