Which? comments on Ofgem's proposals to improve customer service standards

Rocio Concha, Which? Director of Policy and Advocacy, said: 

"Our research shows that customer satisfaction with energy firms has been declining - the average customer score in Which?'s annual energy survey was 54 per cent this year - so it's right that Ofgem is considering how customer service standards can be improved. 

"With energy prices almost double the amount they were two years ago, it's more crucial than ever that energy suppliers’ customer services are easily contactable and ready to help  people during this difficult time.

"Suppliers should also make use of data and customer interactions to identify those who may be struggling to afford their bills. For example, traditional prepayment meter customers should be prioritised in smart meter roll-outs so that suppliers are better able to identify customers who may be self-rationing and offer support at an earlier stage."

ENDS