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\nWhen asked, almost two thirds (62%) of utilities customers said that poor customer service is enough to make them switch to another provider, while 80% would also let a negative experience change their overall impression of a company.<\/p>\n
Polling 3,000 consumers across the UK, the study reveals that current complaints procedures are falling flat with customers. 73% of respondents admitted they are not satisfied with the way their energy company handles complaints, while 65% feel the same way about their water supplier.<\/p>\n
Furthermore, 63% of energy customers, and 55% of water customers believe that staff within the complaints department lack the knowledge required to help them find a resolution.<\/p>\n
The research should act as a warning to utility companies, especially during winter months when severe weather could bring with it a huge spike in the volume, complexity and urgency of consumer complaints. During these periods, it will be important to have a thorough plan for continued operational resilience in place.<\/p>\n
When it comes to fixing the problem, one in two customers (53%) believe that having their issue dealt with quickly is the most important outcome when lodging a complaint, with half of consumers (55%) expecting a reply within the first 24 hours.<\/p>\n
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Steve Kitchen, Managing Director of Client Resource at Huntswood, said: “Our research proves how pivotal quick and efficient complaints handling is to business success. Having a contingency plan in place is especially important during challenging periods such as the winter months, when the number of complaints can multiply.<\/p>\n
While the issues caused by extreme weather are often unavoidable, there are steps that every provider can take to ensure that they do not fall short of customer expectations. Finding a solution which provides the right blend of resource, infrastructure and technology is key.<\/p>\n
This will not only help utility providers to reduce the overall number of disputes, but also ensure stronger customer relationships in the future.”<\/p>\n
Huntswood has extensive experience of working within the utilities sector, helping to improve suppliers’ complaints handling processes on a long- or short-term basis, or as part of an ongoing outsourced arrangement.\u00a0Huntswood is also able to provide firms contingency solutions based on a managed shared-resource pool model.<\/p>\n