First Utility

April 13, 2012 04:55 ET

Ofgem Reports Rise in Satisfaction as First Utility Improves Customer Service

LONDON, UNITED KINGDOM--(Marketwire - April 13, 2012) - An annual complaints survey by Ofgem has revealed that customers of energy suppliers are more satisfied with complaints handling than they were in 2011 - but there remains room for improvement.

The survey found that 40% of 'Big Six' energy customers were satisfied compared to just 25% last year. The majority of negative feedback centred on company response, including suppliers' failure to return calls or understand the customer's problem.

Ofgem found the top 5 problems consumers had with the complaints process to be:

  1. Not being called back as promised or agreed
  2. Not understanding the complaint or problem
  3. Attitudes towards dealing with complaints
  4. Lack of a proactive approach in resolving the complaint
  5. No individual ownership of the compliant

The UK's leading independent energy supplier First Utility had already announced a number of changes to improve the effectiveness and efficiency of its own customer service function.

Steve McNeill, head of customer experience at First Utility, stated the new look structure will include a greater number of advisors on call at key times, an improved staff training function to increase first-time call resolution and the creation of a dedicated online team to respond to customers using other methods such as email or Twitter.

Learn more about the changes to First Utility customer service at:

About First Utility

First Utility is the smarter independent utilities supplier, offering gas and electricity services to a range of consumer and business customers. It is the only energy provider to roll out smart meters to all its customers, throughout the UK. It is through the use of smart metering technology that First Utility can empower consumers to manage and reduce their own energy consumption and bills. First Utility is headquartered in Warwick.

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