Customer satisfaction with the utilities is at its highest point in nine years, according to a new study.
The report by the Institute of Customer Service UK’s rates the utilities sector 75.1 out of 100 for overall customer satisfaction, which was 1.8 points higher than last year’s score.
According to the report, it has largely achieved through getting things “right first time”, better complaint handling and customer experiences over the phone.
Ovo Energy secured the top spot as highest scorer in the industry, while Northumbrian Water is judged to be the most improved.
The report states number of customers experiencing problems with the utilities sector remains stable at 12.3 per cent, which is below the UK average of 13.1 per cent.
And 20.5 per cent of complaints were dealt with sooner than consumers expected, a 9.8 percentage increase since last year.
“The findings from this report paint a clear picture for the utilites sector: in order to continue building on customer satisfaction in an uncertain economic climate, place the customer at the centre of business strategy – or risk losing out to those who do,” said institute chief executive, Jo Causon.