E-ON

Domestic customers

Contact

  • Customer services 0333 2024 606
  • Complaints  0345 300 6301, Clear steps identified towards resolution.

Details

  • UK call centre-YES
  • Market share/ number of customers available?~ 5 million customers in UK.
  • Existing customer incentives? Yes- rewards from dual fuel and electric supplies, up to £20 per year for longer term customers.
  • Customer service performance available?YES
  • Oct- Dec 2012, 32% of complaints received were about customer service. This is the largest grouping of complaints. (see below)
  • No live web chat
  • Customer charter-Guaranteed standards.
  • Switching of Domestic supply-Not really detailed online estimates up to 5 weeks.

Customer complaints: 1st October- 31st December 2012

  •  226,087 complaints opened.
  • Number complaints opened per 100,000 customers 3,023
  • 92.3% resolved within a day
  • 97.7% resolved within 8 weeks.

Top reasons for complaints:

  • Customer service- 32%
  • Billing 19%
  • Prepayment 18%
  • payment issues 14%
  • debt 5%

Business customers

Contact

  • Customer Services 0333 202 4586
  • New business 0345 055 0065
  • Complaints 0345 055 0065

Details

  • UK call centres-YES
  • Market share/number of customers available- N/A
  • Existing customer incentives? None that we could see.
  • Customer service performance available? No
  • Live webchat-NO
  • Facebook: Very useful for getting attention.
  • Complaint resolution procedure- Clear steps identified towards resolution dedicated business team.
  • Business Customer charter? NO, but have guaranteed service standards.
  • Business Customer complaints performance-Not that we can see, guess included in the figures above.

Switching of business supply-No detailed stages on website.

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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Anything we need to know or to give us updates or corrections email us on info@demandgoodservice.com