The Big Six energy suppliers are among the worst offenders when it comes to poor customer service. And worst of all is nPower, according to an annual survey of the top 100 big brands by consumer group Which?
Much-criticised airline Ryanair nabbed bottom spot last year but the company’s attempts to turn things around and improve its reputation this year seems to be paying off.
nPower’s customer score was just 57 per cent, but there was strong competition to be the company with the worst customer service from Big Six energy rival Scottish Power, which had a score of 58 per cent, just below Ryanair’s 59 per cent.
In fact all of the Big Six energy companies slipped to the bottom fifth of the table, with none of them scoring more than two stars for making customers feel valued,
Richard Lloyd, Which? executive director said: “The Big Six energy companies have now hit rock bottom for customer service and, with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.”
Responding to the report Energy UK, the trade body representing Britain’s gas and electricity companies, said: “Our members are well aware that customer service - along with attractive deals and prices - is at the heart of what their customers are looking for. Energy companies know they are operating in a competitive market and are working hard to improve what they offer.”
But Energy Secretary Ed Davey said: "It is unacceptable that so many customers have not received the customer service they deserve.”
The best company for customer service? Online bank FirstDirect with a score of 87 per cent, according to the survey.
Others in the top five were Lush with 86 per cent, John Lewis (83 per cent), Lakeland (83 per cent) and Waitrose (83 per cent).Reuse content