A recent survey by Which? exposes customer service flaws at major energy firms Scottish Power, Ovo Energy, and British Gas, amidst increasing energy costs and the cost-of-living crisis.
In a recent survey conducted by the consumer watchdog Which?, Scottish Power, Ovo Energy, and British Gas were identified as needing urgent improvements in their customer service. The survey, which reflects widespread consumer dissatisfaction, highlighted issues such as slow response times and ineffective resolutions to customer queries and complaints. Customers of these firms reported experiences of long waits, unhelpful interactions, and often a lack of resolution to their issues.
Scottish Power was noted as the lowest-ranked company in terms of customer satisfaction concerning response times and problem-solving. Ovo Energy and British Gas also received criticism for their customer service, with reports of sluggish responses and ineffectual support. The survey’s findings come at a time when the quality of customer service is of paramount importance, given the rising energy costs and the ongoing cost-of-living crisis facing many.
On the other hand, energy providers Octopus Energy and E.ON Next were acknowledged for their prompt and efficient customer service, outlining a marked difference in service quality within the sector.
In response to the survey results, British Gas highlighted an investment of over £50 million in improving their customer service. Ovo Energy pointed to a majority satisfaction rate among their customers, expressing a commitment to further enhance their services based on customer feedback. Meanwhile, ScottishPower contested the survey’s findings by referring to another study by Citizens Advice, which ranked them favorably in terms of call answering and email response times.
Which? has called on the companies in question to make immediate improvements to their customer service practices, emphasizing that high-quality support is essential for all consumers, especially within the critical energy sector.
