Follow on Google News News By Tag * Energy Suppliers * Gas And Electricity Suppliers * Uswitch * Customer Service * Gas And Electricity * Awards * More Tags... Industry News News By Place Country(s) Industry News
Follow on Google News | Only 52% of Energy Customers Satisfied with Customer ServiceThe latest independent Customer Satisfaction Report from uSwitch.com reveals a 6% increase in the number of customers satisfied with their energy supplier. However, customer service remains a thorny issue with only 52% of people satisfied.
By: uSwitch.com However, while overall satisfaction levels have improved, there are still some key areas for concern, including customer service which remains a thorny issue with consumers. In fact, little over half of energy customers (52%) are satisfied with their supplier's customer service and, tellingly, only 45% of people would recommend their supplier to somebody else. Despite price cuts averaging out at 4% or £54 in total this year, only 51% of customers think their supplier is giving them value for money. Although a 6% improvement on last year, it is still 5% lower than in 2007 when suppliers last cut prices. Suppliers are engaged in an online price war, bringing out increasingly competitive new plans. But consumers are sceptical about whether their supplier has their best interests at heart. Only 40% of customers are satisfied that their supplier has them on their best deal. The report, based on responses from over 5,000 energy customers in the UK, suggest that suppliers are gradually getting back on track, with satisfaction levels almost as high as those of October 2007, another price cut year. However, there are clear differences between the big six suppliers. While Scottish and Southern Energy (SSE) satisfies almost three quarters (73%) of its customers, poorest performer npower only satisfies 54%. npower has been rated bottom for satisfaction by consumers for the second year running, but despite this has still seen an 8% improvement on last year. British Gas, which previously held the bottom slot (in 2007), has seen an 11% improvement in customer satisfaction this time. Ann Robinson, Consumer Policy Director at uSwitch.com, says: "Last year's hefty price increases damaged the public's perception of energy suppliers (http://www.uswitch.com/ "With such clear differences between suppliers there is no excuse for consumers putting up with bad service. If you are not happy that you are on the best deal or getting value for money - speak to your supplier. Only around 1.3 million or 5% of households are on online energy plans and paying the cheapest energy prices (http://www.uswitch.com/ Julie Jaglowski, npower residential customer service director, says: "We are very pleased to see the improvement in our scores from last year and recognise that often the improvements we have made take time to come through in terms of overall customer experience. The investments we have made in systems and additional people are having an impact and we expect to see our performance continue to improve in the future." For more information please contact: Jo Ganly 0207 802 2915 / joganly@uswitch.com See the full version of this press release at: http://www.uswitch.com/ # # # About uSwitch.com: uSwitch.com is a free, impartial online and telephone-based comparison and switching service, helping consumers compare prices on gas, electricity, water, heating cover, home phone, broadband, mobile phones, personal finance products and car insurance. Our aim is to help customers take advantage of the best tariffs and services on offer from every supplier. To aid us in this task we have developed a comparison calculator, which evaluates a number of factors including price, location, service and payment method, and advises consumers on the best deal to suit their needs. End
Account Email Address Disclaimer Report Abuse
|
|