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How are the scores calculated? Suppliers are measured on complaints, being easier to contact, and customer guarantees for switching and vulnerable customers. Each category is measured against different criteria and scored out of 5. Scores are then weighted to give an overall star rating, See how Citizens Advice work out customer service scores.
This is because we can't compare the overall ratings of larger and smaller suppliers. Suppliers with fewer than 25,000 customer accounts are listed in the dropdown below. To see the customer service information we have: Select the supplier you want to check, using the dropdown. Press ‘Search’.
Citizens Advice ratings. We also look at energy suppliers' customer service ratings from Citizens Advice. It publishes this every three months, giving providers a score out of five based on each supplier's performance in relation to complaints, call centre waiting times, billing accuracy and timing, switching, and whether the supplier is signed up to voluntary industry agreements.
Oct 18, 2023 · From 14 December 2023 energy suppliers will have to publish the Citizens Advice star ratings based on how good their customer service is. The Citizens Advice star rating is made up of scores about how suppliers are performing in different areas of their customer service. These include: complaints; customer service; customer guarantees; You can ...
Complaints to Citizens Advice, Advice Direct Scotland and the Energy Ombudsman. 24.7 per 10,000 customers. Average call centre wait time (hours, minutes and seconds) 00:01:50. Average response time to social media messages (hours, minutes and seconds) N/A. Emails responded to within 2 days. 89.1%.
We compare energy suppliers' customer service by looking at data from a number of reliable sources. We publish data about suppliers with more than 25,000 customer accounts. Complaints received rating. We base our ratings on complaints made to: the Citizens Advice Consumer Service. the Extra Help Unit. the Energy Ombudsman. Advice Direct Scotland
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Overall customer service satisfaction increased to 71% in the July 2024 survey, from 66% in the previous survey (January to February 2024). Customer service satisfaction is now at the highest level recorded in this survey since September to October 2021. A higher proportion of consumers with large suppliers were satisfied in July 2024 (70% ...
