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UK utilities sector has worst level of customer service

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Despite significant improvements on previous surveys, a new report on customer’s attitudes shows the energy sector us way behind.

The latest UK Customer Satisfaction Index by The Institute of Customer Service (UKCSI) shows the utility sector has improved by 1.5 points, the greatest improvement from 13 industries that were measured, but it still remains at the bottom with a score of 70.9 out of 100.

Jo Causon, CEO of the Institute of Customer Service said:  “Companies must be careful not to see the price reductions that Ofgem has been encouraging as a silver bullet.”

She added: “Sixty-one percent of customers would not compromise service levels in pursuit of a cheaper deal, making it abundantly clear that offering better customer service than a competitor will have a significant impact on revenue.”

45% of utilities customers haven’t reported and existing problem ” as they didn’t think it would make a difference”.



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