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18/12/2014
Energy Suppliers Continue To Keep Customers 'On Hold'
Energy suppliers are being slammed after research revealed they leave customers waiting on the telephone for an average of 30 minutes.
Which? carried out an investigation and called 16 suppliers' customer service lines 12 times at set times of the day to find out how long customers were left on hold. The firm also did the same for suppliers' sales lines.
Which? was left waiting on hold, on average, between 30 seconds with Ebico and 30 minutes by Scottish Power.
None of the Big Six suppliers managed to answer the phone in two minutes, however npower came closest at two minutes 26 seconds.
Which? executive director, Richard Lloyd, said: "It's unacceptable that some energy suppliers expect their customers to wait on the phone for so long just to ask a question, give meter readings or complain. With average waiting times of up to half an hour, it is clear some suppliers need to do more for their customers.
"Our research shows only a quarter of us trust our gas and electricity supplier which is why we need major reforms to Fix the Big Six. Suppliers must act rapidly to improve basic standards in customer service and not wait for the outcome of the competition inquiry."
(CD/JP)
Which? carried out an investigation and called 16 suppliers' customer service lines 12 times at set times of the day to find out how long customers were left on hold. The firm also did the same for suppliers' sales lines.
Which? was left waiting on hold, on average, between 30 seconds with Ebico and 30 minutes by Scottish Power.
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None of the Big Six suppliers managed to answer the phone in two minutes, however npower came closest at two minutes 26 seconds.
Which? executive director, Richard Lloyd, said: "It's unacceptable that some energy suppliers expect their customers to wait on the phone for so long just to ask a question, give meter readings or complain. With average waiting times of up to half an hour, it is clear some suppliers need to do more for their customers.
"Our research shows only a quarter of us trust our gas and electricity supplier which is why we need major reforms to Fix the Big Six. Suppliers must act rapidly to improve basic standards in customer service and not wait for the outcome of the competition inquiry."
(CD/JP)
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