CYTT News
[03/04/2012] EDF, the energy watchdog, failed to meet the high standard requirements of customers
If you just take a glance at the figures given from Consumer Focus, it will take few seconds to conclude that EDF energy has become the worst energy supplier in the industry by holding over million of complaints from 100,000 customers. This sector is receiving double complaints- far above from the industry average. Nevertheless, the number of complaints has increased against the energy watchdog (EDF) yet there is a decrease of complaints by 12 per customer as compared to the last year. "Any fall in complaints is clearly welcome but there are still many problems energy customers are experiencing which need to be resolved. Giving consistently good customer service and tackling any problems which do arise effectively is key to rebuilding faith in the distrusted energy market”: Said the director at Consumer Focus.
There is also a fall in complaints filed against the Big Six Energy providers. On average, there is a decline of four (complaints) per customers between October to December, 2011. The energy market seems to be very distrusted, because loyal services are not being provided to the customers. However, the fall of complaints is showing that there is a bit of change in the environment. Last year almost all energy providers were bombarded with the complaints. Now there is an incredible fall in the consumers’ complaint to be noticed, which means that the industry is improving steadily. The major reasons for the number of customers are dissatisfied with the service include poor customer service, substandard services, and consistent energy problems and crisis.
Audrey Gallacher is the director at Consumer Focus having great faith on the energy sector. He says, any fall in complaints is clearly welcome, there are still many problems related to energy and customers that need to be sorted out to improve the services. Incredible customer service and problem solving will collectively rebuild the faith of customers on the energy market. There has had been several ongoing problems for over a year. What is more important is to pinpoint these issues so that they can be resolved on the spot. When all issues are underlined properly, the customers will be in the position of making a decision as which energy service should be relied on.
This is fortunate that the industry is flouring slowly and steadily, it will soon be on the track since the customers’ complaints against the energy providers has been fallen to 14pc in the last three quarters. This is illicitly showing that all energy sectors will be stable in the future provided that they provided exquisitely high quality services to their customers and bother to sort out their problems in the timely fashion. The customers really deserve high standard services. The energy providers should look for the best ways to serve their customers according to their expectations and requirements. EDF energy has been struggling against the problems arising unexpectedly. "A line needs to be drawn under these issues so the company's customers know they have a service they can rely on.”: said Ms Gallacher Now they have finally managed to draw a line under major issues to be more organized in providing services to the customers. A spokesman from the company said: "We are extremely disappointed that our service standards failed to meet the high levels our customers deserve. However, we are pleased to see steady signs of improvement, with complaints falling 14pc since the last quarter.
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