Consumers 'more happy with utility suppliers'
Published On 31 October 2007
Consumers determine their satisfaction with their utility suppliers based on the prices they are charged, a new report has indicated.According to uSwitch.com's latest Customer Satisfaction Report, six in ten consumers said that low prices and value for money were the most important factors for determining their satisfaction levels.
The study showed that Scottish and Southern Energy was rated as the best utility supplier, with 75 per cent of its customers saying that they were happy with the service they got.
While British Gas was deemed the worst utility supplier, there were signs that the company is making efforts to improve its reputation. In fact, almost two thirds (64 per cent) of its customers revealed they were happy with services, up from 44 per cent just a year ago.
"Poor customer service has plagued the energy industry for years, but consumers have successfully forced the issue with suppliers by making it clear that they won't pay first rate money for a second rate service," explained Ann Robinson, director of consumer policy at uSwitch.com.
"As a result, consumer concerns seem to be getting more air time in suppliers' boardrooms and service levels are finally heading in the right direction."
Recently, moneysupermarket.com reported that, in a small-scale price war between British Gas and Scottish & Southern, consumers were "the ultimate winners".
