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