CitizEn Energy’s customer service provider, Robin Hood Energy, has been voted the second best energy company for customer satisfaction in the country.
Which? Annual satisfaction Survey spoke to 8,000 people across the UK about their provider – and the results demonstrate the importance of performing well in areas valued by customers, including value for money, excellent customer service and accurate billing.
Robin Hood Energy not only beat the big six energy companies for satisfaction, but they came second only to Octopus Energy and share the second placed spot with So Energy. Small energy suppliers top the big six in this year’s survey, with Britain’s largest providers left near the bottom of the rankings.
Robin Hood Energy, along with CitizEn Energy and its other brands, supplies more than 125,000 homes, was rated as good or excellent value for money, customer services, and bill accuracy by over 78% of those questioned.
Councillor Steve Leggett, Cabinet Member for Green City at Southampton City Council, said: “We’re delighted to have a partnership with a company that shares our ethos of putting people at the heart of everything they do. It’s great that CitizEn Energy customers are truly getting the very best of customer service. Residents can switch confident in the knowledge that not only are we the energy provider that gives back to the local community, they’ll also experience great service too.”
Gail Scholes, CEO at Robin Hood Energy said: “We listened to customers and have worked hard to make sure our customers get the best service they can. We’ve really focused on our customer experience over the last year and worked to improve our scores by increasing staff numbers, focusing on training, process improvement and improving our online experience. We are also launching a new App in March that will further improve the customer experience.
“I am glad to see the work of all our staff and their commitment to serving customers has been recognised in the annual Which? Satisfaction Survey and that this is reflected in our scores and the feedback from our customers.”
Five small suppliers topped the rankings, with only tiny margins separating first-placed Octopus Energy, Robin Hood Energy and So Energy in joint second place, and Ebico, who Robin Hood Energy partner with to supply their energy.
The Big Six energy suppliers – British Gas, EDF Energy, Eon, Npower, Scottish Power and SSE all sit in the bottom third of the table, with none of the six receiving an overall customer score higher than 58 per cent, 22 percentage points lower than Octopus.
Alex Neill, Which? Managing Director of Home Products and Services said:
“Our survey shows the importance of value for money and good customer service – energy suppliers delivering both to their customers tend to be thriving, while the Big Six and other poorly-ranked firms are paying the price for not giving customers what they want.
“All energy companies should be working to give their customers competitive prices and excellent customer service. If you’re not getting a good deal, you should look to switch, as you could potentially save over a hundred pounds and get a much improved service.”