Energy giants among worst offenders for poor service

All of the Big Six energy companies offer some of the worst customer service, new research has found. None of them scored more than two stars for making customers feel […]

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By Priyanka Shrestha

All of the Big Six energy companies offer some of the worst customer service, new research has found.

None of them scored more than two stars for making customers feel valued, according to a survey of the top 100 big brands by Which? which included banks and supermarkets.

Energy company npower finished bottom of the table, with a total score of just 57% while ScottishPower stood at the 99th position with a customer rating of 58%.

The other big suppliers – SSE (96th), E.ON (88th), British Gas (86th) and EDF Energy (82nd) – also stood at the bottom fifth of the table.

More than 3,600 people were questioned in May/June this year about their interactions, including face-to-face, e-mail, telephone, post and social media, with the big UK brands.

Each brand was rated on making customers feel valued, knowledge of products, helpfulness, resolving complaints and access to customer support.

Richard Lloyd, Which? Executive Director said: “The Big Six energy companies have now hit rock bottom for customer service and with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.”

The trade body for the energy industry said suppliers are “working hard” to improve what they offer.

An Energy UK spokesperson added: “Our members are well aware that customer service – along with attractive deals and prices – is at the heart of what their customers are looking for. This is helping drive the sustained increase in switching we are seeing in the energy sector.”