Utilities sector’s customer service ‘at the bottom’

The UK’s utilities sector still has the worst level of customer service. Despite a significant improvement on previous surveys, a new report on customer’s attitudes shows the energy sector is […]

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The UK’s utilities sector still has the worst level of customer service.

Despite a significant improvement on previous surveys, a new report on customer’s attitudes shows the energy sector is far behind all others.

The latest UK Customer Satisfaction Index by The Institute of Customer Service (UKCSI) shows the utility sector has improved by 1.5 points, the greatest improvement from 13 industries that were measured.

Yet it is still at the bottom of the index with a score of 70.9 out of 100.

The study also claims 45% of utilities customers haven’t reported an existing problem as they “didn’t think it would make a difference”.

Jo Causon, CEO of the Institute of Customer Service said:  “Companies must be careful not to see the price reductions that Ofgem has been encouraging as a silver bullet.”

She added: “Sixty-one percent of customers would not compromise service levels in pursuit of a cheaper deal, making it abundantly clear that offering better customer service than a competitor will have a significant impact on revenue.”