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Citizens Advice reveals energy sector complaints

Complaint phoneComplaints are part of consumer services, and call centres across the country deal with many customer problems on a daily basis. However, it is often how companies deal with these complaints that is more important than the problem itself, with the best telephone answering services able to turn a negative situation into a positive experience.

Now, Citizens Advice has revealed data for the energy sector showing that the industry has a high rate of complaints that call centres must try to avoid if they want to win consumer favour.

The latest announcement by Citizens Advice shows that Extra Energy has the worst complaints rate, with 1,682 complaints for every 100,000 customers recorded for the first three months of 2016. This is a rise on the 1553.7 complaints received in the last quarter of 2015 and is the highest ratio recorded in the table’s five-year history.

Not all energy firms have failed in consumer services, however. SSE improved on its 34.9 complaints per 100,000 customers during the last three months of 2015 to experience just 28.4 complaints for 100,000 during the start of 2016. Flow Energy and EDF Energy also did well.

Citizens Advice’s chief executive, Gillian Guy, said: “Energy consumers continue to face a gamble when it comes to good customer service. The latest league table results show both small and large suppliers delivering a good service, proving that a company’s size is no excuse for poor performance. It should be every consumer’s right to receive a high quality service from their supplier and standards must be improved across the board.”

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