The Gloucestershire-based firm was also one of only two energy companies to improve their score compared to last year, as consumer satisfaction across the industry plummeted and the Big Six yet again fared worse than the smaller suppliers. New Which? research reveals that the overall customer score for energy companies serving Great Britain has dropped from 49% last year to a new low of just 41 percent. Ecotricity however were rated twice as good as the average with a score of 82 percent, improving from 80 percent last year. This has taken the company from 2nd place in the survey to 1st place.
The Which? survey was conducted during October and November when Ecotricity customer services faced back-to-back months of record growth, following an energy price freeze announced in September until the end of winter (April 1st) and likely further into summer.
“Customer service is a massive part of Ecotricity’s focus” said Ecotricity founder Dale Vince. “People tend to switch energy supplier for three reasons: for a better price, a greener outcome or better customer service. Our mission at Ecotricity is to provide all three and treat people how we would want to be treated ourselves. The Which? survey shows what we all know to be true, big energy companies provide poor customer service.”
Since freezing energy prices in late September the company has grown by three to four times its historic rate and is on course for its 4th consecutive record month. It has also begun to recruit 50 new full-time customer services staff and has topped the league table for fewest customer complaints.
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