- British Gas has low satisfaction
- Other companies fare better
- CEO questions high salary
According to a consumer group called Which?, British Gas has the lowest customer satisfaction among energy companies.
It was determined that the remaining companies with the lowest customer ratings—Boost, Scottish Power, Ovo Energy, Shell Energy, EDF Energy, and E.ON Next—could not be distinguished by much.
Conversely, the companies Octopus Energy, Ecotricity, and E (Gas & Electricity) obtained the most favourable ratings from their customers.
British Gas, the provider of electricity to over 56% of households in the United Kingdom, obtained an aggregate rating of 56%.
It received a mere two stars in the majority of evaluation criteria, excluding accessibility (i.e., the ease with which a customer can interact with it), value for money, and energy payment accuracy.
It received an average rating of three stars for its total customer service.
However, alternative evaluations of British Gas are more favourable towards the company. For instance, Trustpilot reports that call wait times have decreased and customer satisfaction has increased.
In October 2023, for its annual customer satisfaction survey, the watchdog surveyed over 9,000 energy customers and evaluated the internal practices and policies of 18 energy companies to calculate an overall score.
Octopus Energy was the only company to attain a five-star rating for comprehensive customer service, earning an overall score of 73%.
Ecotricity and E (Gas & Electricity) achieved respective scores of 71% and 72%.
Regarding energy cost communications and overall customer service quality, they were also awarded four stars.
Today, Chris O’Shea, chief executive officer of Centrica, stated that he “could not justify” his annual salary of £4.5 million. The news arrives at this time.
“You cannot justify a salary of that magnitude,” said O’Shea. It is an enormous sum of money; it is an enormous sum of money for anyone who turns around.
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Defending Compensation and Investments
Setting one’s pay is not within one’s purview, nor should one define their pay. But you must recognize when individuals are experiencing difficulty… Considering my mother’s basic state pension, it is simply not justifiable to attempt that; therefore, there is no purpose in attempting to do so.
A representative from Centrica, the parent company of British Gas, stated, “This survey is premature and relies on data that is no more than a year old.”
We validate the resolution of the concerns raised in these two case studies concerning the supplier of last resort process commencing in 2021. We value all customer feedback.”
Customers are noticing a difference as a result of the over £25 million in service enhancement investments we’ve made since that time. This includes the employment of 700 additional contact centre agents and the extension of our business hours.
“With our industry-leading £100 million customer support package, we remain committed to assisting our most vulnerable clients and maintaining a strong emphasis on customer service.”
