Energy firms and airlines “lowest scoring” for customer satisfaction

Energy firms remain firmly in consumers bad books having joined airlines as the UK’s lowest-scoring industries in a national customer satisfaction survey. Brits rate energy utilities at 69 out of […]

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By Vicky Ellis

Energy firms remain firmly in consumers bad books having joined airlines as the UK’s lowest-scoring industries in a national customer satisfaction survey.

Brits rate energy utilities at 69 out of 100, a poor score for the National Customer Satisfaction Index – although this actually is a five-year high for the industry. Utilities’ standing in the eyes of consumers increased over the beginning of 2012 by 3%.

Beleaguered EDF Energy took another drubbing in the survey released today, the only supplier whose customer satisfaction dropped, by 4% to 65 points on NCIS.

Scottish & Southern Energy (SSE) had the highest customer satisfaction, rising 1% to 73, well ahead of the rest of the ‘Big Six’ energy firms, followed by E.ON (up 1% at 69).

German supplier npower showed the most improvement, jumping 8% to 68, while ScottishPower’s customer satisfaction remained unchanged (68). British Gas advanced by 3% to 67.

The minimal rise in approval for utilities comes as satisfaction across the whole economy grew just 0.1% in the first quarter of 2012, with 74.6 points out of 100, after falling by 0.3% at the end of last year.

Results of the NCIS Index are based on survey data from more than 6000 customers collected via an online panel at the beginning of 2012.