Ecotricity has returned to number one in the rankings with the fewest customer complaints in the energy industry despite experiencing unprecedented growth in the first quarter of 2014.
Consumer champion Which? is today releasing figures which show the Big Six energy companies received a total of 1.7 million customer complaints in the first quarter of 2014, the highest number received in one single quarter since records began in 2012.
Below is the customer complaints league table for all energy companies, including the smaller independent suppliers that now receive more than half of all customer switches.The best performing Big Six energy company is Scottish Power with 13.57 complaints per 100 customers, while Ecotricity has just 1.93 complaints per 1000 customers.
Massive upheavals in the sector appear to be effecting customer service across the industry, with both Big Six energy companies and some independents struggling with customer service standards.
Ofgem define a complaint as being any expression of dissatisfaction that has not been resolved by the end of the working day following the day of receipt. Ofgem require all energy companies to compile complaint figures every quarter and publish the results on the websites.
Ecotricity founder Dale Vince said:
“Many smaller energy companies, like Ecotricity, have experienced unprecedented growth over the past three to six months.
“In our case, the number of customers we supply grew 26% in just the first three months of 2014 and shows no sign of slowing down. And in the past six months we’ve recruited and trained more than 100 new customer service staff – a 91% rise – to keep pace with the workload, to maintain staff-to-customer ratios and prepare for further growth, because excellent customer service is a core part of what we do.
“This rate of growth can be expected to bring with it some problems in maintaining customer service levels and this looks to be occurring elsewhere within the industry.
“These figures also show that complaints to the Big Six continue to grow despite their relative poor performance on customer service, because they have systemic problems with how they treat customers, while any issues with smaller suppliers should hopefully be a temporary problem.”
Ecotricity’s customer numbers had grown by 26% in the three months between January and March this year and by over 40% from 71,000 to 100,000 in the six months to between October 2013 and March 2014.
The whole piece including data can be found on Ecotricity’s website.