Monday 18 January 2016

Big six energy firms ‘still failing customers’

The Big Six energy suppliers are still providing a “poor level" of customer service.

Three of them failed to meet the overall average customer score of 53%, according to a survey by Which?

npower received the lowest score for the sixth year running for customer satisfaction, with 41% of the votes.

The remaining suppliers with the worst score are ScottishPower with 44% and SSE with 52%.

The survey of 8,000 people also revealed small suppliers are on the top of the list.

Ovo Energy received the best score with 82%, followed by Good Energy and Ecotricity with 81% and 77% respectively.

Richard Lloyd, Which? Executive Director said: “Once again the smaller energy suppliers are leading the way when it comes to customer satisfaction, leaving the Big Six providers in their wake. With energy customers facing big bills this winter, energy companies need to up their game andprovide the service their customers deserve.

“We hope the competition inquiry into the energy market proposes radical ways to shake up the energy market and find ways to ensure millions of people can switch to better deals while also protecting vulnerable customers from paying over the odds.”

Energy UK insists for energy suppliers, customer service is very important and they work hard to get things right and when things do go wrong, most complaints are dealt with by the end of the next working day".

In a statement the company added: "The majority of complaints are about billing and the roll-out of smart meters will improve this. There are now 34 suppliers operating in the market and there are deals and services to suit every customer so it pays to shop around. Almost 4 million people switched in 2015 and 338,253 in December showing that it is now quicker and easier for customers to switch."