Customer service issues with Energy Suppliers at the highest level since 2010

New research published by the Institute of Customer Service has revealed that the number of customers experiencing issues with their energy supplier has reached its highest level since 2010.

UK Customer Satisfaction Index

Why the rise in service issues?

The data shows that the main causes for the rise in customer issues stem from the quality and reliability of products and services offered. 28.4% of those surveyed complained about issues with the quality of their supplier’s customer services.

Due to the pandemic, many companies have increased their online customer service offerings with company websites becoming the most popular way for a customer to contact their supplier. Email too saw a marked increase in popularity with it rising to 17.5%.

Despite the rise in issues, the energy supply sector actually saw the average satisfaction tick higher by 1.4 points to give it a total score of 73.1.

Out of all the organisations in the utility sector only Octopus Energy featured in the top 50 best performing charts. The company ranked 17^th overall. 

Also read: Top Tips to Increase Energy Company Satisfaction

Report recommendations

The survey provides recommendations for utility companies and also highlighted three areas that customers want companies to improve. These are:

• Make it easier to contact the right person to help
• Improve website navigation
• Improve the accuracy of energy billing and make them simple to understand

All of the above have been common complaints for many years. Providing an excellent level of customer service is vital for an energy supplier to survive in today’s increasingly competitive energy market.

“Utilities are essential in our day to day lives. Whilst we have seen improvements in complaint handling, it is evident that too many providers are failing to get to grips with the root causes of their customer service issues.

“The past year has transformed the customer experience landscape. As attitudes, behaviours and preferences continue to evolve, it’s more important than ever for utility brands to communicate effectively with their customers; blending the best elements of digital and human experiences to engage with a diverse customer base.

“Those providers that have performed best in the UKCSI are those that have maintained a key focus on the whole customer experience journey – providing honest, genuine communication via a range of channels.”

"Customer satisfaction is intrinsically linked to strong business performance. For the UK economy to move forward as a true service leader, we need a broader focus on all dimensions of the customer experience,” said Jo Causon, chief executive at the Institute of Customer Service.

Looking to enter the UK energy market? Dyball Associates team of energy market consultants can guide you through the steps to get qualified and attain your gas or electricity licence.

Whether you’re looking for electricity and gas systems or support on starting an energy supply company, Dyball Associates can help. 

Further Reading

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End Fuel Poverty Coalition warns of ‘potentially disastrous’ energy price cap hike in October

Total number of DCC connected Smart Meters surpassed 12.5 million in June

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