MSE News: MSE reveals the best and worst energy firms for customer service

Former_MSE_Megan_F

The number of customers ranking their energy company's customer service as 'poor' has increased across the board, according to our latest poll of MoneySavingExpert.com users...

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'MSE reveals the best and worst energy firms for customer service'

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I_luv_cats

SSE are the pitts, I dread it when I have to contact them :eek:

They take ages (too long) to reply in writing and seem to skirt around issues even when you re-ask your question! :mad:

They don't deserve customers.

mac.d

Pretty pointless unless you state how many votes were cast for each company. It's a lot easier for a company with 100 votes to get a better rating than it is for one who had 1000.

staggered

mac.d wrote: »

Pretty pointless unless you state how many votes were cast for each company. It's a lot easier for a company with 100 votes to get a better rating than it is for one who had 1000.

It's also easier for them to get a bad rating - it only takes a handful of people rating them "poor" to send them to the bottom of the table.

I'm surprised at the size of the fall since March. Slightly suspicious, in fact. Was the question posed differently this time around? Did the survey get more publicity?

For some suppliers, the results aren't quite as bad as they have been - in previous suveys, some had more than 50% rating them "poor".

Whatever way you look at it, though, the results are appalling. NPower, Scottish Power and British Gas have millions of customers yet around 40% of them rate them "poor" (and half of the rest only "ok"). Why on earth do these people stay with them?

I'm not surprised that one of the companies used their Trustpilot rating to dispute the result. Trustpilot ratings are utterly meaningless - companies pay for positive reviews to be posted and get Trustpilot to delete negative ones. It's a total scam and any company that uses their Trustpilot rating to advertise their business should be treated with suspicion.

Consumerist

"Bulb, Octopus Energy and Tonik Energy made up the rest of the top four and were all new entrants to our table."

The problem with new entrants is that their capacity for expansion is questionable. If great numbers of customers swap to these new companies, how long will it be before they just can't cope and their customer service becomes overwhelmed?

What will their customer service rating be like in a year or two?

grumpycrab

Consumerist wrote: »

The problem with new entrants is that their capacity for expansion is questionable.

Eg Iresa. Trying hard (going through all gas accounts over Christmas on order of OFGEM). But just cannot seem to get it quite right. (As an existing Customer, I'm being positive!). OK, Customer Service is NUL. (Programmers will get this.)