Customer Contact

Britain’s Big Six energy suppliers are leaving customers on hold for “outrageous” lengths of time to deter switching and competition, an investigation by The Times has found.

Customers wait more than 20 minutes to speak to operators at busy periods, with average waiting times of more than six minutes. Customer contact centres in most other industries answer most calls within 20 seconds. In America the average call waiting time in all sectors is 3.4 seconds.

Campaigners say the delays deter switching because it makes it harder for customers to get the information they need to compare tariffs or deal with problems if something goes wrong.

The investigation comes after research from Lithium titled ‘Value of a Happy Customer’ surveying 3000 adults showed that seven in ten (71%) would likely not use a brand again after one bad experience.

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