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Consumer Focus league table shows decline in complaints

Consumer Focus has released its latest quarterly customer satisfaction figures for energy suppliers in the UK. Unlike the annual uSwitch customer satisfaction awards, which asks customers to rate their supplier according to different criteria, the Consumer Focus version rates each supplier according to the number of complaints made.

It’s the fourth quarterly energy complaints league table  by Consumer Focus, and (happily) it shows a decrease in complaints five out of the ‘Big Six’ suppliers, with EDF the only firm to have seen an increase in complaints.

In terms of complaints, Consumer Focus said that the spring quarter ‘saw a general fall in complaints’. SSE retains its crown for the least customer complains and was awarded a five star rating – something that was mirrored in the uSwitch customer satisfaction awards last year.

npower proved the biggest riser, rising to a three-star rating and fourth position on the league table. However, a whopping 19% increase in complaints about EDF Energy saw it awarded just one star, the worst, says Consumer Focus, ‘since npower’s one-star rating last winter’. ‘Its poor performance could be due to the implementation of a new billing system.’

Here’s Consumer Focus’ list of suppliers and their results

Supplier Rating Apr – Jun 2011 Rating Jan – Mar 2011 Rating Oct – Dec 2010 Rating July – Sept 2010
SSE 5***** 4**** 4**** 4****
British Gas 4**** 4**** 3*** 3***
E.ON 4**** 3*** 2** 3***
npower 3*** 2** 1* 2**
ScottishPower 3*** 2** 2** 2**
EDF Energy 1* 2** 2** 2**

Tell us what you think… have you noticed better customer services from your energy supplier? Do you think these results are representative of the energy market you deal with? Leave a comment and join the debate.

See Consumer Focus’ original press release here: http://www.consumerfocus.org.uk/news/new-league-table-shows-mixed-picture-on-energy-complaints

  • Anonymous

    I’ve been with npower a long time (since they called themselves Yorkshire Electricity) and their customer service has always been good. I don’t see much change in the way they handle questions and complaints, and I’ve had a few of both they’ve had to deal with. A star rating of 1 or 2 (earlier this year) seems too low. I’d agree with a 3-star rating, possibly a 4.

    The unasked question is not whether the electricity companies are better at customer relations than they were, but whether their pricing policies are justified. I can see no real benefits to their customers resulting from the fragmentation of the electricity supply market.

  • Peter Freeman

    I’ve been with npower a long time (since they called themselves Yorkshire Electricity) and their customer service has always been good. I don’t see much change in the way they handle questions and complaints, and I’ve had a few of both they’ve had to deal with. A star rating of 1 or 2 (earlier this year) seems too low. I’d agree with a 3-star rating, possibly a 4.

    The unasked question is not whether the electricity companies are better at customer relations than they were, but whether their pricing policies are justified. I can see no real benefits to their customers resulting from the fragmentation of the electricity supply market.

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