UK suppliers fail customers online

Two thirds of customers would actively discourage friends from visiting energy websites as UK suppliers are providing a poor online customer experience. That’s according to Global Reviews, which measured how […]

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By Priyanka Shrestha

Two thirds of customers would actively discourage friends from visiting energy websites as UK suppliers are providing a poor online customer experience.

That’s according to Global Reviews, which measured how easy it is to buy an energy tariff online from Scottish Power, SSE, EDF Energy, British Gas, First Utility, E.ON and npower.

It claims the suppliers are missing out on thousands of potential new customers as only 6% of them would recommend energy websites to friends and colleagues.

The report showed SSE (53%) topped the list in the poor industry performance, followed by npower and EDF Energy (51%), British Gas (48%), First Utility (48%), E.ON (46%) and Scottish Power (39%).

Rebecca Jennings, Principal Consultant at Global Reviews said: “The real impact on consumers of the poor service provided online is that it handicaps them in finding the cheapest or most beneficial tariffs. In an age of rising prices this can have severe consequences, particularly those facing fuel poverty during the winter. Although they have a choice over which energy provider to use, they are simply not being given the adequate tools to help them exercise that choice fairly.”

The report also found energy suppliers are most effective in providing information about “green” energy products although they didn’t score well in showing how much they cost.