Response to Ofgem call to deliver a more competitive energy market

3rd Jul 2017

Responding to news that a price cap on energy bills could be extended to protect vulnerable customers, Jo Causon, CEO of The Institute of Customer Service, says:

“With inflation increasing, and customers paying ever closer attention to the bills they pay it is becoming more challenging to achieve tangible loyalty and advocacy.  The Energy companies have a shared need for transparency if they are to rebuild levels of trust that have disappeared in recent years and offer straightforward, seamless experiences as well as empathetic help and advice.

“Our own research shows that customer service and reputation play a key role in why people switch, and who they switch to. One in three consumers say that the customer service they receive would prompt them to switch suppliers, while the same number said that the reputation of companies for looking after their customers well prompts decisions on who their new supplier will be.

“The fact is that many organisations providing essential services should reassess how they manage relationships with vulnerable customers in a way that is ethical, equitable and fair to all.”


Notes to editors
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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