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25/09/2008
Energy Suppliers 'Worst For Customer Satisfaction' According To New Survey
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Energy suppliers are the worst-performing of all industries when it comes to customer satisfaction - according to a new survey from Which?.
The average customer satisfaction score for energy suppliers was just 47%, compared with 65% for current accounts, 61% for home insurance and 54% for mobiles.
The results are unlikely to please the 'big six' companies that dominate the British market, with only Scottish & Southern Energy (SSE) scoring above 50%.
Npower was the worst-performing supplier with an overall score of 32%, and British Gas wasn't far behind with 40%. Customers rated both suppliers as poor or very poor for billing, customer service, online and telephone support, ability to deal with queries, and value for money.
Utility Warehouse - the only company in the survey not owned by the big six - was the top-rated supplier, scoring 72% for customer satisfaction and rated as excellent for customer service, telephone support and value for money.
One in five of those surveyed said they'd experienced a problem with their supplier in the past 12 months. These included not receiving bills or getting bills with errors on, suppliers not coming to read their meter, and contacting or resolving queries with suppliers.
Suppliers could also be setting direct debits too high. More than one in five gas and one in six electricity customers who were in credit said that the credit on their account was more than £100. Which? estimates that direct debit customers could have overpaid by £660m in total.
Which? Researcher, James Tallack, said: "It was surprising to find so many customers in credit, as the survey took place at the end of the colder, darker half of the year when energy use is higher and people are more likely to have run up a debt with their supplier."
Jess Ross, Editor, which.co.uk, said: "This is the first time that we've asked members about their energy suppliers and we're shocked to see the results, too many suppliers are letting customers down and charging them more and more for the privilege!
"These companies are providing essential services that people can't live without, but this isn't an excuse to offer poor value for money."
(CD/JM)
The average customer satisfaction score for energy suppliers was just 47%, compared with 65% for current accounts, 61% for home insurance and 54% for mobiles.
The results are unlikely to please the 'big six' companies that dominate the British market, with only Scottish & Southern Energy (SSE) scoring above 50%.
Npower was the worst-performing supplier with an overall score of 32%, and British Gas wasn't far behind with 40%. Customers rated both suppliers as poor or very poor for billing, customer service, online and telephone support, ability to deal with queries, and value for money.
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Utility Warehouse - the only company in the survey not owned by the big six - was the top-rated supplier, scoring 72% for customer satisfaction and rated as excellent for customer service, telephone support and value for money.
One in five of those surveyed said they'd experienced a problem with their supplier in the past 12 months. These included not receiving bills or getting bills with errors on, suppliers not coming to read their meter, and contacting or resolving queries with suppliers.
Suppliers could also be setting direct debits too high. More than one in five gas and one in six electricity customers who were in credit said that the credit on their account was more than £100. Which? estimates that direct debit customers could have overpaid by £660m in total.
Which? Researcher, James Tallack, said: "It was surprising to find so many customers in credit, as the survey took place at the end of the colder, darker half of the year when energy use is higher and people are more likely to have run up a debt with their supplier."
Jess Ross, Editor, which.co.uk, said: "This is the first time that we've asked members about their energy suppliers and we're shocked to see the results, too many suppliers are letting customers down and charging them more and more for the privilege!
"These companies are providing essential services that people can't live without, but this isn't an excuse to offer poor value for money."
(CD/JM)
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