Which? has written to the bosses at Virgin Media, Scottish Power and British Gas over their poor customer service. The consumer group urged chief executives Lutz Schuler, Keith Anderson and Chris O’Shea to ensure improvements to their firms’ “consistently poor performance” after recent research found them to be the worst scorers.
Half of Virgin Media customers experienced at least one customer service issue, which included waiting a long time on the phone to speak to an adviser , being passed between departments without a helpful response and speaking to unhelpful or dismissive advisers . More than half of Scottish Power and half of British Gas customers said they had experienced at least one customer service issue in the last year.
“We have written to all three firms about their consistently poor performance in our research. Which? is calling on them to give consumers the customer service they deserve and clearly communicate the steps they are taking to improve.” Latest Energy News A spokesperson for Scottish Power said: “We service 2.9 million customers a year across a range of channels, including phone, chat, email and online. 97% of customer emails were responded to within two days and our average speed of answering phone inquiries is under 107 seconds.