July 2022
Featured in this insight: Electricity, Gas
Customer satisfaction with energy companies at all-time low: A survey by Citizens Advice has revealed that customer service satisfaction scores have fallen to a record low, with the organisation's Customer Service helpline handling over 70,000 cases about energy issues in the first quarter of 2022.
The study collected responses in June 2022 for the period January–March 2022, which revealed that customers are experiencing challenges in a manner of areas including having to wait longer for calls to be answered and regularly being unable to get in touch with their supplier. Average waiting times to speak to an energy company was revealed to be six and half minutes, compared to just under four minutes during the same period last year.
Amongst the worst performers were Utilita with an overall satisfaction score of 1.6 out of a possible five and Ovo Energy (2.1), followed by Ecotricity (2.3), E.ON Energy (2.4) and Boost Power (2.44), while the top performers were EDF Energy (3.6), followed by Outfox the Market (3.25) and Bulb Energy ( 3.2) which is currently being handled by the government following going into administration in 2021.
In response to the survey, Utilita said that they acknowledge that they can do better, however, said in a statement that they "strongly believe Citizens Advice employs a methodology that is unfairly weighted against us as a smart prepay specialist.”
The number of calls relating to energy issues has climbed by 63% in a 12 month period, found the research, with Citizens Advice taking on 70,000 cases since the last survey.
Dame Clare Moriarty, chief executive of Citizens Advice, said: “At a time when customers need all the support they can get, it’s worrying to see service performance is the worst on record. This leaves people frustrated and in the dark at the end of the phone.”
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