The number of customer service complaints have rocketed for the larger suppliers who seem to have become complacent in their old age.
The Big Six are already in the firing line again over high energy prices and it seems the general public are jumping ship to smaller suppliers.
The independents have seized the window of opportunity, snapped up more and more of the market share holding around 10% now collectively. It’s easy to see why they have become so popular. With competitive tariffs, new products and a customer-centric attitude, consumers are forgetting to worry over their lack of experience in the market dismissing the previously ‘reliable’ energy giants.
Which? executive director, Richard Lloyd, explains: “Once again the smaller energy suppliers are leading the way when it comes to customer satisfaction, leaving the Big Six providers in their wake. With energy customers facing big bills this winter, energy companies need to up their game and provide the service their customers deserve.
We hope the competition inquiry into the energy market proposes radical ways to shake up the energy market and find ways to ensure millions of people can switch to better deals while also protecting vulnerable customers from paying over the odds.”
Only three of the Big Six hit customer service averages and only just, with a maximum score of 55%. A poor result after being hit with complaints over poor customer service, billing issues and overcharging.
Small suppliers took the lead with the top independent hitting over 80% in the annual satisfaction survey.
The Big Six need to step up their game and focus on customer service and offering more innovative products. Consumers are getting wiser and with growing attention being drawn to the energy market, the big suppliers will continue to lose out.
While acquisition has become a price war, it’s retention that the suppliers need to focus on. Churn rates are up to 50% with customers signing up to a one year fixed deal then jumping to the cheapest supplier the next year.
Finally, the energy market has become just that.
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