Utility Week - authoritative, impartial and essential reading for senior people within utilities, regulators and government
Issue link: https://fhpublishing.uberflip.com/i/1037939
UTILITY WEEK | 12TH - 18TH OCTOBER 2018 | 25 Customers Domestic Micro-business Signicantly higher/ lower in 2018 vs 2016 48% 12% 29% 5% 16% 10% 3% 5% 34% 15% 16% 9% 15% 6% 5% 5% 2016 2018 44% 12% 18% 8% 12% 6% 2% 3% 45% 16% 15% 10% 10% 6% 5% 4% 2016 2018 Domestic Signicantly higher/ lower in 2018 vs 2016 12% 18% 8% 12% 6% 2% 3% 16% 15% 10% 10% 6% 5% 4% . Yes - already switched Yes - in the process of switching Yes - planning to switch No - not planning to switch Don't know / Not sure yet 23% 3% 26% 44% 5% 19% 2% 27% 48% 4% 2016 2018 Domestic Micro-business 20% 3% 28% 35% 14% 22% 3% 24% 43% 7% 2016 2018 D M 2016 52% 52% 2018 48% 50% Signiƒcantly higher / lower in 2018 vs. 2016 2016 2018 2016 2018 Signicantly higher for… Billing 56% 51% 70% 59% Npower (61%), Co-op (71%) Meters 23% 21% 20% 25% UW (31%) Change of supplier/tari„ 15% 17% 12% 18% BG (23%) Smart meters 5% 14% - - EDF (19%), UW (25%) - - 2% 8% Eon (14%) Customer service 12% 13% 6% 13% Account management 3% 9% 2% 16% Pricing 12% 8% 10% 12% Ovo (15%) Prepayment meters 5% 5% 0% 0% Utilita (10%) Debt 5% 4% 6% 6% Co-op (9%) Sales 4% 3% 6% 6% UW (7%) Other 2% 1% 1% 0% Domestic Micro-business Signicantly higher/ lower in 2018 vs. 2016 UNRESOLVED COMPLAINTS – PERCEIVED COMPLAINT SITUATION SWITCHING SUPPLIER NATURE OF THE COMPLAINT Do you plan to switch energy suppliers, or have your already switched, as a result of your experience with this complaint? As far as you're aware, what's currently happening with your complaint? What was your complaint about? Base: All domestic (2018: 3,080; 2016: 3,049), All micro-businesses (2018: 703; 2016: 468 Bases: Domestic (All 2016: 3,049; All 2018: 3,080; BG: 334; EDF: 325 Eon: 421; Npower: 285; Utility Warehouse: 130; Ovo: 106, Utilita: 245; Co-op: 142), Micro-business (All 2016: 468; All 2018: 703; Eon: 191). Bases: Unresolved complaints: (Domestic: 2018: 1,302; 2016: 1,351; Micro-business: 2018: 333; 2016: 218) Nothing, not heard from supplier yet Supplier thinks the complaint is resolved Still waiting for final response from them I have given up The supplier is investigating the problem -waiting for their response Waiting for the next bill to see if problem was rectified Waiting for an engineer Supplier is demanding money/debt collection Source: Customer Satisfaction with Energy Supplier Complaints Handling 2018 report, Quadrangle