11th Feb 2016
Responding to news that British Gas has reduced gas prices by 5.1% following similar moves from nPower, E.ON, Scottish Power and SSE, Jo Causon, CEO of the Institute of Customer Service, says:
“At first glance it is great news that British Gas has become the latest of the Big Six to cut prices – but at what cost to the consumer?
“Our own research shows that price does matter, but delivering excellent customer service across the board is also an important strategy if the "Big Six" is looking to win back customers’ trust. Energy bills are part of this equation, but 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.”
Notes to editors
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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 www.instituteofcustomerservice.com.