British Gas has been labelled the worst energy provider for customer service in Britain, according to recent figures from a Which? report, indicating a decline in satisfaction over the past six months.
Despite overall improvements in customer service across the energy sector, British Gas has seen a downturn, as highlighted in a survey involving 4,000 adults nationwide.
Rocio Concha, policy director at Which?, expressed concerns over the substandard service in such a crucial sector, emphasizing the need for British Gas to enhance their customer interactions.
“It is crucial that energy companies not only respond swiftly but also offer constructive support and advice to their customers,” Concha stated.
The disappointing results arrived shortly after British Gas lost its status as Britain’s largest energy supplier to Octopus Energy, ending a 40-year dominance.
Chris O’Shea, CEO of Centrica, British Gas’s parent company, reflected on this as a wake-up call for improving customer service, which he described as his daily focus.
Findings from the Which? survey revealed that over half of the customers contacting British Gas experienced issues with service responses, and a third were unhappy with the time it took to reach a helpful representative.
Furthermore, 15% of those who did get through spoke with advisers who were either unhelpful or dismissive, and 14% reported receiving inadequate advice or support.
This contrasted sharply with British Gas’s claims of advancing customer service, referencing higher satisfaction rates from other studies, including those by Ofgem, Citizen’s Advice, and Uswitch.
A British Gas spokesperson defended their service improvements, noting a 60% reduction in call wait times and a decrease in complaints since 2023.
The Which? survey also reflected positively on Scottish Power, which demonstrated significant improvements in customer satisfaction.
This contrast within the industry underscores the potential for service enhancement within a brief timeframe, as Scottish Power achieved a net satisfaction score of +56, an 18-point increase from six months earlier, aligning them with the industry average.
