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Voice of the Customer

According to the Institute of Customer Service utilities still ranked at the bottom of the UK Customer Satisfaction Index with a rating of 70.9.

However, with an improvement of 1.5 points from last year and all of the top three most-improved companies hailing from the industry, the ICS said this showed a “clear reflection” of efforts to improve under pressure from Ofgem.

ICS CEO Jo Causon says: “There is clear evidence that the utilities sector is heading in the right direction in terms of customer service.

“While customer satisfaction is at its lowest point since 2010, it is one of only two sectors to have improved. Yet, improvement must not be mistaken for offering a high level of customer service.

“The sector is still bottom of the pile in terms of customer satisfaction and lags 5.1 points below the average cross-sector score of 76. Efforts must be redoubled to build the trust and loyalty that is essential to the success of the business.”

However, she warns that price reductions encouraged by Ofgem are not a “silver bullet” and that 61 per cent of customers would not compromise service for a cheaper deal.

Forty five per cent of utilities customers even said they would not report a problem because they “didn’t think it would make any difference”, the report says.

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