Npower Top of Complaints List in Big Six
By Anne Lewis-Schneider
In the latest survey compiled on customer complaints, Npower has come out on top of the list with more than 200 complaints per 100 000 customers. It would appear that the recent upturn in complaints come as customer service comes under fire for not being up to par. The survey figures do not include those queries related to the recent round of price hikes in the industry which have left consumers reeling. The best performer would appear to be SSE with approximately 38 complaints logged per 100 000, the other four Big Six companies rank Scottish Power the second most efficient at sorting out customer complaints, followed by British Gas then E.On and EDF energy.
The figures are compiled from the number of complaints logged between April and June this year. Npower is bringing in a lot of new system changes and this will cause an upsurge in complaints as consumerís battle to understand new changes, but the level of performance is not at an acceptable level and needs to have some stern action taken on the part of the energy supplier to get to the bottom of this problem. This would be an ideal opportunity for the Big Six Energy Companies to improve customer relations which are rather poor at the moment with frustrations running high after price increases were announced recently. The average British customer feels that they are getting a raw deal from Energy suppliers and are not happy with the level of customer service received.
Blame for the increases in bills of late has been placed on government green levies, with Energy companies saying that the bulk of their increases are attributed to this. They also site network charges and wholesale costs of energy as being responsible for the average 9% increase to consumers for electricity and gas. RWE made known that job cuts are in the pipeline and there has been talk of outsourcing some UK jobs.
Trade association Energy UK has stated that in the main customers are satisfied with the service they receive and that most complaints are sorted out with a telephone call. They have added that 80% of complaints are sorted out within a 48hour period. As well as that, they say that the public have recourse to contact the energy ombudsman if it appears that a problem cannot be rectified by the supplier.
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