According to Aspect (News - Alert) Software, customers in the UK are leaving their energy utility service providers in droves for other providers. Increases in rates, some more than nine percent, combined with poor customer service were cited as the main cause.
Chelmsford, Mass.-based Aspect Software offers call center solutions for a variety of industries to help businesses provide better customer service. In the utility industry, these solutions can notify customers of appointments and billing issues. Mobile apps allow customers to receive information and report service interruptions efficiently. They also facilitate notifications through social media sites like Twitter (News - Alert) or Facebook to report status updates during outages or other interruptive events.
Customer service statistics gathered by Aspect are less than flattering when it comes to energy utilities in the UK. Only eight percent of customers surveyed reported a positive experience with customer service in the last year. Of the respondents who issued formal complaints, none reported having their problem solved on the first call. Slightly more than one-fourth of customers stated they would leave their provider after one bad experience.
According to Les Cooper, Aspect’s head of utilities, activity on price comparison websites has been a sign of discontent. “The prevalence of comparison and review websites has placed a huge emphasis on customer service across the utilities sector, as they provide budget conscious customers with a hassle free method of securing the best deals, easing their transition between competitors,” Cooper stated.
One comparison website recorded over 100,000 customers switching their energy service provider shortly after a rate hike announcement.
According to Cooper, utilities have a great opportunity to take advantage of this discontent by stepping up and providing better customer service. Positioning themselves as the ‘good guy’ when customers express discontent and delivering service reliably will allow companies better at customer service to gain more market share.
If all utilities are more or less providing bad customer service and charging higher rates, any increase in customers will be short-lived as they leave for another provider. The only thing that this would accomplish is a proverbial revolving door of disgruntled customers.
Edited by Cassandra Tucker