Utilities firms failing to provide good customer care

Over recent months, nearly all talk of utilities in the UK has, unsurprisingly, concerned prices, with millions of families struggling on the back of a series of rate hikes.

And, while a number of companies have started to reduce their prices, encouraged to do so by a combination of falling wholesale oil rates and rising consumer and government pressure, for many households, cost remains their number one motivation for shopping around and switching utilities suppliers.

However, if the economic optimists are to believed and 'green shoots' really are starting to emerge in the UK economy, then consumers could start to have different priorities when it comes to choosing which company they want to supply them with their gas and electricity and as such, according to the findings of a new study, there could be a spate of switching tacking place over the next few months.

Indeed, research carried out for the first-ever National Customer Satisfaction Index found that, when it comes to keeping customers happy, utilities suppliers are falling behind other sectors.

The report shows that the UK utilities sector earned the lowest individual industry score, with satisfaction levels for five of the six biggest suppliers having fallen by between three and five per cent over the past year alone.

Notably, it is to be expected that, should price alone no longer be the biggest concern for consumers, many may opt to switch utilities suppliers in search of one that they believe will take better care of them and offer them better value for money all-round.

The report concluded: "As the economy begins to show signs of recovery, companies with higher levels of customer satisfaction are probably better positioned to improve financial
performance."

This trend for obtaining the best overall deal from a supplier looks set to continue over the next few years as smart meters are rolled out across the country.

Under recently-announced plans, the government intends to have a meter installed into every UK home and many businesses in order to reduce wastage, with both the environment and customers' wallets set to benefit from the new technology.

Phil Bentley, managing director of British Gas, explained: "Smart Meters will lead to the single greatest revolution in energy use since British Gas converted all the nation's homes to natural gas in the 1970s."

However, with all energy companies to be required to offer their customers such meters in the near future, while some may be leading the way now, it looks a safe bet that there will always be a place for shopping around and switching utilities suppliers on the basis of cost,
as well as their customer satisfaction records.


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