Research from regulatory and complaints handling expert Huntswood has found there is a “low complaints handling performance” at UK utilities providers.
It found almost three-quarters of energy customers and around two-thirds of water customers are dissatisfied with their suppliers’ complaints handling process.
When asked, 62 per cent of customers said poor customer service is enough to make them switch to another provider, while 80 per cent would let a negative experience change their overall impression of a company.
A total of 73 per cent of respondents said they were not satisfied with the way their energy supplier handles complaints while 65 per cent said the same about their water supplier.
Over half of both energy (63 per cent) and water (55 per cent) customers said they believed the staff working in the complaints department of their suppliers did not have the relevant knowledge to help them find a solution to their problems.
When it comes to fixing a problem, more than half (53 per cent) believe that having their issue dealt with quickly is the most important outcome when lodging a complaint.
Similarly 55 per cent of those surveyed said they expected a reply within the first 24 hours.
Steve Kitchen, managing director of client resource at Huntswood, said: “Our research proves how pivotal quick and efficient complaints handling is to business success.
“Having a contingency plan in place is especially important during challenging periods such as the winter months, when the number of complaints can multiply.
“While the issues caused by extreme weather are often unavoidable, there are steps that every provider can take to ensure that they do not fall short of customer expectations.
“Finding a solution which provides the right blend of resource, infrastructure and technology is key.
“This will not only help utility providers to reduce the overall number of disputes, but also ensure stronger customer relationships in the future.”
Speaking at Utility Week’s Energy Customer Conference in Birmingham last month, Alex Prentice, sector lead at Huntswood, said: “Complaints excellence should become the culture of energy companies.”
He suggested there are three top challenges for companies: complaint volumes, root cause analysis and vulnerable customers.