Utilities firms failing to keep customers happy

As world leaders finally stop trying to downplay the current economic woes and instead admit that times are indeed tough and likely to stay that way for some time yet, it seems fair to say that, for a vast majority of consumers, financial matters are all that count when it comes to choosing or switching a utilities supplier.

Indeed, it is likely that millions of hard-pressed Brits would be happy to be kept on hold for a few minutes more or have their bills mailed out on an erratic basis if it meant that their monthly rates were kept low.

However, the importance of customer service levels can never be totally discounted when it comes into looking at the factors influencing the practice of switching between utilities suppliers and certainly, should things start to get better within the next few months, as many economic leaders predict, those businesses which fail to go that extra mile could start to suffer.

According to new research, no other sector within the UK is rated so badly in terms of customer service levels as the gas and electricity supply industry, with even banks and mobile phone operators taking care of their customers better.

Of the 8,800 households questioned by the consumer group Which?, a sizeable number called such companies' performance levels in this regard "abysmal", despite the fact that most now charge well in excess of £1,200 a year for their services.

Significantly, the study found that just one in four UK households have been advised by their utilities supplier that they can save money by changing the method with which they pay their bills, meaning millions are paying up to £200 over-the-odds each year as a result of not benefiting from direct debit payments.

Commenting on the findings, Jess Ross, editor for which.co.uk, said: "This is the first time that we've asked members about their energy suppliers and we're shocked to see the results – too many suppliers are letting customers down and charging them more and more for the privilege.

"These companies are providing essential services that people can't live without, but this isn't an excuse to offer poor value for money."

While the scale of consumer unhappiness is certainly enlightening, these figures merely serve to enforce the long-held view that it is households themselves that need to take the initiative when it comes to getting the best utilities deals.

However much they are damned by consumer group studies or watchdog reports, utilities firms are never going to go out of their way to make customers sign up to the best deals, especially that they themselves are now struggling with soaring wholesale oil prices.

Instead, individual consumers need to take action now and shop around for the best utilities deals and swicth to the cheapest supplier, even if it means sacrificing levels of customer care for the immediate future until the purse strings can be loosened again.