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22.03.2024 - 10:25 / manchestereveningnews.co.uk
Some of Britain's largest energy suppliers have been told to "urgently" improve their customer service.
It comes after a Which? customer service survey revealed that Scottish Power, Ovo Energy, and British Gas had the worst customer service when compared to competitors such as E.ON Next and Octopus Energy. The consumer champion said customers were "all too often" being left on hold or passed between different departments with either no resolution or helpful answers to their issues.
Which?'s 2023 customer service survey revealed that the energy sector overall is the worst performing for customer service. It said that the customer service satisfaction rates were unacceptable when suppliers have been seeing "huge" profits.
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Rocio Concha, Which? director of policy and advocacy, said: “Scottish Power, Ovo Energy and British Gas all fared poorly in Which? research on which firms are best for giving quick and effective solutions when things go wrong. Failings in this area are particularly unacceptable when sky-high energy prices have left families and households struggling to make ends meet.
“While many consumers will rightly consider switching, these firms must urgently make improvements so all customers are getting the standard of service and support they need and deserve.”
Scottish Power ranked last with a satisfaction score of minus 13 out of 100 for how long it took customers to get in touch with a person who could help. It also scored a three for how long it took to get an answer to a query.
It was closely followed by Ovo Energy with a satisfaction score of minus seven for how long it took customers to get in touch with a person who could help and
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