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Industry Research : ScottishPower Finish Bottom of Customer Service League Table
Scottish Power have finished bottom of a customer service league table with nearly 20 times the number of complaints as the top-ranked supplier.
Citizen's Advice said people are facing a "customer service lottery", as they published their findings based on the ratio of complaints made about energy suppliers per 100,000 customers between April and June.
ScottishPower finished bottom of the table of the 18 largest energy suppliers in the UK market, with 944 complaints per 100,000 customers.
SSE was named as the best-performing supplier, with 47 complaints – almost 20 times fewer than ScottishPower.
A ScottishPower spokesman said there had been problems after customers were migrated to a new IT system. He said the company have recruited more call centre staff and they have recently seen a fall in complaints as they work to improve their service.
Complaints made to the Citizens Advice Consumer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Services: Energy were used for the figures. Complaints to the three bodies were weighted differently to reflect the severity of the complaint.
First Utility, Spark Energy, nPower and Co-Operative Energy all had more than 400 complaints per 100,000 customers.
Meanwhile, seven suppliers had fewer than 100 complaints per 100,000 customers, including EDF Energy, British Gas, E.ON and Green Star Energy.
Citizens Advice are urging the Competition and Markets Authority to use an ongoing investigation into the energy market to ensure all energy customers are treated fairly.
They also placed a new tool on their website to help consumers compare a wider range of information about what each energy company offers, including opening hours, how often they send out bills and the different ways customers can contact firms.
Citizens Advice chief executive Gillian Guy said: " Energy consumers face a customer service lottery.
"We have long called for a more competitive energy market and transparency on complaints across the board can help to support that.
"Consumers need the whole picture so they can choose who to buy their energy from on the basis of what’s most important to them – whether that’s price or service.
"Complaints are a significant part of this, and people will rightly question why some energy firms have nearly 20 times as many complaints as others."
Complaints per 100,000 customers
EDF Energy, 64
British Gas, 82
Good Energy, 91
Green Star Energy, 97
Utility Warehouse, 118
Ovo Energy, 122
Economy Energy, 141
Flow Energy, 169
First Utility, 420
Spark Energy, 518
Co-Operative Energy, 645
Extra Energy, 769
Scottish Power, 944
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 21, 2015