According to Ms Causon, the time it takes to resolve an issue and the feeling of being passed around are the main factors contributing to customer dissatisfaction. Among the utilities companies, which have faced scandals like sewage dumping and mandatory prepayment meter installations, the overall customer satisfaction index experienced the largest drop. Energy and water companies saw declines of 5.3 and 3.5 percentage points, respectively.
Environmental concerns have also played a role in dampening customer satisfaction in these sectors, as noted by Ms Causon. While the Institute of Customer Service did not reveal the identities of the worst-performing companies, Ofgem, the energy regulator, expressed “serious concerns” about E.On’s customer service performance, citing “severe weaknesses”. Additionally, Ofgem highlighted 11 suppliers, including British Gas, EDF, OVO, and Scottish Power, for having “moderate weaknesses”, such as long wait times for customer service.
In terms of water companies, Thames Water ranks as the worst in terms of customer service, followed by Southern Water. South East and SES Water also have significantly lower ratings compared to the average. On the other hand, the tourism industry saw the most improvement, with seven of the top 10 most improved firms being in this sector. In the overall rankings, three banking companies, namely First Direct, Starling Bank, and Nationwide, secured top positions. Nationwide benefitted from a large number of customers switching their current accounts.
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