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Marketing Week 02 Dec 2019 08:00

Energy firms provide ‘unacceptable’ customer service as some callers wait up to 30 minutes

Energy firms are providing “unacceptable” customer service as some callers wait more than 30 minutes to speak to an operator, according to Which?.

The consumer group found huge variations in waiting times between energy firm, with around a fifth typically taking more than 10 minutes to pick up.

The consumer group made 432 calls to 36 energy suppliers to find out how long customers were left waiting before speaking to a member of staff. On some occasions it took more than 30 minutes for calls to be answered.

Each provider was called 12 times at different times of the day and on different days of the week to calculate the average call waiting time for customers.

Which? found that Scottish Power left customers waiting for an average of 21 minutes and 24 seconds before calls were answered. That is 20 minutes slower than the fastest company in its research, So Energy, which answered calls in just 38 seconds.

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David PemselTed BakerTed BakerStockholmUK