According to the Institute of Customer Service, the latest UK customer satisfaction index (UKCSI) showed utilities as the lowest ranking sector for customer service.
While it looked unfavourable in comparison to the other 12 sectors, it has still come on leaps and bounds since last year having made the biggest sector improvement.
Nearly half of the 16 utility companies increased their score by more than one point with Ovo Energy leading the pack for good customer service reaching the top 50.
EDF Energy followed with improved levels of customer satisfaction at a significantly greater rate than any other organisation in the sector, scoring 5.6 higher than last year.
It seems it’s not all bad news then. The utilities sector has just had an unfortunate year having come under close scrutiny from the press and the government.
It looks like it may have inspired energy companies to focus on customer service, driven by a combination of competition, regulatory pressure and the desire to restore trust and reputation.
Chief executive Jo Causon said:
“The [utilities] sector as a whole must realise that customer satisfaction is heavily influenced by elements such as recommendation or loyalty and, in turn, impacts the bottom line.
If customer service is not treated as a strategic business concern, on the boardroom agenda each week, there is a risk that customers will turn to competitors in search of better service. Strong customer service isn’t just nice to have, it is central to the success of a business and a key competitive advantage.”
We completely agree. Customer service is our primary concern here at Business Juice. We ensure our customers get the best deal and the best service. For your business energy quote or supplier advice, call 0800 051 5770.