Scottish Power, Ovo Energy and British Gas must “urgently” improve their customer service after a survey found they are the worst energy suppliers for responding quickly and effectively to problems, Which? said.
Scottish Power, Ovo Energy and British Gas were the worst performing energy firms for quick responses and effective solutions to customer problems, the survey found.Scottish Power came bottom, receiving a satisfaction score of minus 13 out of a possible 100 for how long it took to get in touch with a person who could help, and a score of three for how long it took to get an answer to an issue or query.
Ovo Energy followed closely with a satisfaction score of minus seven for how long it took to get in touch with a person who could help and seven for how long it took to get an answer to an issue or query. While many consumers will rightly consider switching, these firms must urgently make improvements so all customers are getting the standard of service and support they need and deserveOne British Gas customer told how she spent 43 hours on the phone and sent 24 emails trying to fix a billing issue for more than a year. She said staff lacked empathy, causing her distress as she was made to repeatedly explain that her husband had died.
“While many consumers will rightly consider switching, these firms must urgently make improvements so all customers are getting the standard of service and support they need and deserve.” She said: “We’ve worked tirelessly to improve and enhance our services for all of our customers and will continue to do everything we can to help them.”