British Gas

Domestic customers

Contact

  • Customer service 0800 048 0202,  from abroad +44 (0)113 298 0900
  • Customer complaints 0800 107 0184
  • Live webchat?-NO
  • Facebook: YES,  appears to get a fast response.

Details

  • UK call centre: Most in Uk some in South Africa and India
  • Market share/ number of customers available? ~13 million
  • Existing customer incentives? Nectar points.
  • Customer service performance available?YES
  • Number of calls 1,343,508 first three weeks in March.
  • Average time to answer calls 77 seconds first three weeks in March, 209 seconds last week in March.
  • 7% of customers who requested did not receive a customer call back.
  • 61% email enquiries answered within 24 hours 82% answered in 48 hours.
  • Customer complaints:77% of issues resolved at first point of contact.
  • Complaint resolution procedure-Clear steps identified to resolution,dedicated complaints team
  • Customer charter-Service and Standards booklet outlines expectations and some compensations etc.

Customer complaint performance- 1st October 2012- 31st December 2012

  •  355,998 complaints which represent 2,285 per 100,000 customers.
  • 79.2% resolved same or next working day, 96.3% resolved within 8 weeks.
  • Top 5 complaints – payment issues 31%, billing 24%, debt 10%, metering 8%, customer service 8%
  • Switching of Domestic supply-No detailed process online

Business customers

Contact

  • Customer services 0800 652 4046
  • Customer Complaints call 0800 294 0015
  • Switching of business supply-0800 691 1311

Details

  • UK call centres-YES
  • Market share/number of customers available-Not on website
  • Existing customer incentives? None obvious
  • Customer service performance available? As above.
  • Live webchat-NO
  • Business Customer charter? NO
  • Business Customer complaints performance- No
  • Switching: Detailed steps outlined on website- no estimated times.

2013 ‘Which’ rating results =9th /15 UK energy suppliers based on company satisfaction – including customer service, value for money and accuracy of bills.

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