Local energy suppliers at top and bottom of Which? customer satisfaction survey
Chippenham-based renewable energy supplier and generator Good Energy has come second in the latest Which? energy company customer satisfaction survey, while Swindon-based RWE Npower is propping up the bottom of the league.
Good Energy has consistently won high ratings in the annual Which? energy company customer satisfaction survey, coming top in three out of the last four years.
“We’re really pleased with this result,” said Good Energy CEO and founder, Juliet Davenport.
“This latest Which? survey shows we’ve delivered yet another great performance in 2014, stretching our track record of excellence. What other energy company can say they’ve been in the top two in the league for four years running?”
She added: “2014 was a year of rapid customer growth for us with electricity customer numbers rising by around 37 percent and gas customers by around 60 percent. At the same time, we saw our Feed-in Tariff customer numbers go up by around 26 percent, and this all put a huge amount of pressure on our customer service team.
“The fact that we managed to maintain the rating of 82 percent against this backdrop is testament to the sheer hard work, energy and commitment of our small but growing team!”
The company, which provides 100 percent renewable electricity, missed out on the top slot by just two percent but maintained the same high score of 82 percent that it won in 2014.
“Our consistently high performance over the last few years reflects our commitment to always keep the customer at the heart of everything we do,” said Juliet.
“What the Which? survey does highlight is something we already know: that there is still room for improvement. We’re really keen to do more to make our service even better for customers and intend to continue to focus on making our customer service ‘best in class’. We’re already setting our sights on next year’s energy company crown.”
The league table was topped by Gloucestershire-based Ecotricity. Npower achieved the lowest score for the fourth year running with 35 percent.
Npower said on their website: “We have been working closely with (industry regulator Ofgem) since June this year to demonstrate our commitment to reducing our complaint and late invoice numbers.
“While we’re pleased to report we have met the targets they set us for late billing and complaints and continue to make progress, and we remain under investigation for these.
“This work is ongoing and we remain fully committed to significantly improving the way we look after our customers.”
Which? executive director Richard Lloyd said: “The large energy firms, which dominate the market, need to up their game as millions of customers deserve better.”