Will the ‘Big 6’ lose their grip on UK energy?

The energy regulator Ofgem has announced that complaints against the big six UK energy suppliers are at record levels. Over the first 9 months of 2014, this group of companies faced a barrage of 4.9m registered complaints and it is expected to surpass 5.5m by the end of the year.

Last week, Ofgem threatened another big six provider with a sales ban as a direct result of poor customer service.

British consumers do have a choice of energy provider and many of the smaller companies are competitive on price, often include more ‘green’ tariffs, and are clearly better at maintaining a good relationship with their customers. The London Loves Business journal even suggests that this customer service crisis may cause the big 6 to lose their grip on the energy market.

It’s a real fear. Switching supplier is easy, although in many cases inertia means that people continue paying bills to a supplier they are less than happy with. It is hard to believe that any executive in the big six would not be exploring how to improve their service to customers. With customer satisfaction so low, it is not about just improving the way calls are answered; surely it is about business survival?

What do you think? Could this customer service crisis affect the dominance of the Big 6? Leave a comment here or get in touch via my LinkedIn.

Whitelee Windfarm

Photo by Brian Coyle licensed under Creative Commons.

This entry was posted in Contact Centres, Current Affairs, Customer Service, Utilities and tagged , , , , , , , , , , . Bookmark the permalink.

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