Tag Archives: energy

Will CMA Plans Stimulate Energy Competition in the UK?

This week the Competition and Markets Authority (CMA) announced the results of an 18-month investigation into competition in the UK energy market. The main headline concludes that customers are being overcharged by almost £2bn annually and something has to be … Continue reading

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Comparing Utilities on Complaints Received

In recent research, Citizens Advice said that the difference between the UK energy utilities offering a great customer service and poor customer service is enormous. The best performing company was SSE with 47 complaints registered per 100,000 customers, but Scottish … Continue reading

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Energy customers want better service and prices

For a long time now I have been talking about the importance of customer service in the UK utility sector – in particular how the big players stand to lose market share to new market entrants who know how to … Continue reading

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Do Energy Companies Need to Improve Customer Service?

As I wrote in my last blog, the UK energy industry was generally pleased to see that the political uncertainty around the UK general election was swiftly dampened by the Conservative party winning a majority, but there are still critics … Continue reading

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How did the UK general election affect utility companies?

The UK general election last month resulted in a surprise win for David Cameron’s Conservative party. After five years of coalition government, the UK has returned to a single party majority and the Prime Minister has a mandate to focus … Continue reading

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What Happens If The ‘Big 6’ Do Not Change?

I recently blogged a question – will the Big 6 still be around in 2020? I always think that it is specific questions like this that lead to action, rather than strategic visions and other jargon. If – as predicted … Continue reading

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Will the Big 6 Still be Around in 2020?

In my last blog I talked about the value of reviewing your customer service strategy with a focus on encouraging customer retention. My own industry focus is utilities and these issues are playing out in the UK utilities sector in … Continue reading

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Trust. Has your utility provider earned it?

I spent Wednesday and Thursday last week at the marketforce 20:20 ‘Future of Utilities’ event in London and was delighted to hear the same word over and over again from a myriad of speakers from every corner of the Energy … Continue reading

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Are you using a smart energy meter?

Despite the collapsing global oil price, energy prices in the home are not dropping very quickly. Customers still need to be careful about the energy they use and smart meters are a good way to keep tabs on the energy … Continue reading

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Why do energy companies provide a customer (don’t) care service?

The Guardian recently focused attention on falling oil prices and how UK energy customers are not seeing this passed on to their bills. According to their data, the average British energy customer is now overpaying by around £140 per year. … Continue reading

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