UK gas has resurfaced as the worst energy supplier of customer service as the UK's worst energy supplier after sliding satisfactorily over the past six months, figures from a major consumer group reveal.
Which? A report shared with the Guardian found that since last analysis of the energy sector last year, the services provided by British Gas have deteriorated through all satisfaction.
A survey of 4,000 adults across the country shows that customer service has improved significantly across the industry, but it's falling for UK gas customers.
“We are pleased to announce that we are committed to providing a wide range of policy opportunities,” said Rocio Concha, policy director at Whith. “It is never a problem for businesses to provide substandard customer service, but it is not acceptable in critical sectors like energy, which relies on millions of people every day.
“UK gas and other companies need to raise the game and provide the services they deserve. They will respond quickly to calls and emails and provide useful advice and support to customers. You need to focus on making sure that it is.
The findings came weeks after the supplier fell from its position as the UK's biggest energy supplier for the first time in 40 years and lost to Octopus Energy. The chief executive of British Gas parent company Centrica said last week that the ouster would require staff to be “galvanized” to focus on customer service.
Chris O'Shea said: Did they be given? It will continue to be my obsession. ”
Which? In the survey, more than half of those who contacted UK Gas reported questions they received and a third were unhappy about how long it took them to get in touch with someone they could help. I understand.
After customers reached the supplier, the survey reported that 15% were not helpful or rejected advisors, while 14% said they were not given good advice or support.
“These sentiments are very concerned as they show that UK gas customers are facing problems at the start of their customer service journey and are often left without a satisfactory solution. I'll do it,” he said.
A British Gas spokesman said the findings are “conflict with the latest customer satisfaction results issued by industry regulators, citizen advice and organizations including USWITCH.”
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They added: “All of these independent studies make sure we are heading in the right direction, improving customer service and the number of complaints will be reduced by 60% compared to 2023. Possible. We provide the best service we can offer. Our customers continue to be our top priority for UK gas.”
British Gas, along with the power of Scotland, found in a previous report last May that it is one of the worst customer services in the industry.
A new survey in November showed greater satisfaction among Scottish electricity customers, “showing that customer satisfaction can be improved in a short period of time.”
It was found that 71% of Scottish power customers who contacted the supplier were satisfied with the service they received, 14% were dissatisfied, giving a net satisfaction score of +56. This is an 18-point improvement from six months ago, which one? According to the suppliers are in line with industry averages.
