Scottish Power

Domestic Customers

Contact

  • New enquiries  0800 027 0404
  • Existing customers  0845 270 0700
  • From abroad +44 (0) 845 270 0700 May be expensive!
  • Customer complaints 0845 2700 700
  • Virtual asisstant online

Details

  • Found the site quite difficult to navigate.
  • UK call centre-YES
  • Market share/ number of customers available? ~5.2 million customers in UK
  • Existing customer incentives? None obvious.
  • Customer service performance available? 10% of all complaints recieved in the first quarter of 2013 were about customer service.
  • Info for March 2013, 484,341, 70% connected in 20 seconds or less.
  •  64,772,Emails received from website , 96 % answered within 48 hours
  • 92% callback customers called back when promised.
  • 83% Letters and emails answered within 5 days.
  • 74% customer contacts resolved during first contact.

Customer complaints 1 October 2012- 31 December 2012

  •  79,542 received,
  • 1519 received per 100,000 customer accounts,
  • 63% complaints resolved by end of the next working day,
  • 98% resolved within 8 weeks.

Top 5 reasons for complaints-

  • 55% billing
  • 20% payment issues
  • 10% customer service
  • 6% customer establishment
  • 3% metering
  • Complaint resolution procedure-Clear steps identified.
  • Customer charter-YES and industry standards.
  • Switching of Domestic supply-No information found on website.

Business customers

Contact

  • New customer quotes- 0800 224 400
  • Existing customers 0845 272 7000

Details 

  • UK call centres-YES
  • Market share/number of customers available- Included in above.
  • Existing customer incentives? None obvious
  • Customer service performance available? Included above.
  • Complaint resolution procedure-None listed in business section, assume it is as above.
  • Business Customer charter? None that we could see in business section.
  • Business Customer complaints performance-Included above.
  • Switching of business supply-No details online.

2013 ‘Which’ rating results =11th /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