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How good is your energy supplier’s customer service?

Friday, June 3, 2016

Often when we choose our energy supplier we pick the one that is cheapest.  Only when something goes wrong and we try to contact our supplier do we think about customer service.  But, how does your energy supplier rank when it comes to customer service?

New data from the Citizen’s Advice shows how energy suppliers rank when handling complaints from their customers: from best to worst.   Customer service performance is measured by the number of complaints per 100,000 customers.  This measure allows us to compare between the relative performance of bis energy suppliers with lots of customers and small suppliers with fewer customers.

Extra Energy, a small relatively new energy supplier that you may not have heard of was the worst performer with 1,632 complaints per 100,000 customers at the start of the year.

You might be surprised to hear that some of the best performers over the last couple of months have been the Big Six energy suppliers (see our handy graph below).  SSE was ranked the best company for handling customer complaints, closely followed by EDF Energy, British Gas (including Sainsbury’s Energy) and E.ON.

Supplier complaints Q1Y16

Extra Energy, started in 2014, has been offering some of the cheapest energy deals on the market recently, and as a result growing rapidly. Seemingly this rapid growth has been at the expense of customer service.

“It is true to say that the first quarter of the year was a challenging period and some customers were affected. We apologise unreservedly to every single customer who has experienced problems,” said Ben Jones, managing director of operations at Extra Energy.

“Unfortunately we did not put customer service resources in place quickly enough. Thankfully these problems are largely a thing of the past.”

How important is customer service to you when deciding who to switch your energy supply to?

Remember if you are unhappy with the level of customer service you are receiving you can always switch supplier.  We have a handy guide to help you with the switching process.

  • Andrew Timmis
  • Posted by
    Andrew Timmis
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