Partner Article

UKCSI shows glimmer of hope for energy sector

These latest figures from the UKCSI show that many businesses are actually getting worse at listening to the feedback that is readily available to them. With customer satisfaction levels at their lowest since 2010, businesses need to be mindful of the negative effect of this dissatisfaction. Consumers are increasingly willing to share their displeasure via social media, which only serves to amplify the potential brand damage. Because of this, no modern company can afford to ignore the large volumes of data available to them via customer service channels.

However, there is a ray of light within the UKCSI data. One key sector that has traditionally struggled with service – energy – has begun to pick up its performance. The data shows that four of the ‘big six’ energy firms are bucking the UK trend and actually improving their ratings. There’s a long road ahead for this industry however, and progress will be slow, but each of the big six firms have made a commitment to Ofgem to improve their service, reduce call waiting times and make billing more reliable. Could the measurable improvement in the UKCSI be seen as evidence that the energy companies’ pledge to improve their services is finally starting to show?

By Paul Clark, CEO of Charter UK, the enterprise complaints and feedback specialist.

This was posted in Bdaily's Members' News section by Charter UK .