Ofgem fine for customer service – response from the Institute of Customer Service

PRESS RELEASE: Responding to news that Scottish Power has been fined £18 million for customer service failings, Mike Petrook, director of corporate affairs at the Institute of Customer Service, says:

“Research conducted amongst 10,000 UK consumers indicates that customer satisfaction in the utilities sector has shown signs of improvement over the past six months, but there is still work to be done to rebuild trust and increase loyalty. According to the latest UK Customer Satisfaction Index, just 12.8 percent of customers made a complaint in the last 6 months, compared to 14.9 percent, previously. Yet sustainable improvements will only come by investing in employees to ensure they have the skills to respond more effectively to issues and challenges.

“There is also a close correlation between skills development, employee engagement and customer satisfaction – where organisations really focus on this they will be able to maintain a consistently high level of customer service. It is an issue which must be treated as a strategic business concern because strong customer service isn’t just a ‘nice’ to have’ – it is central to the success of a business and a key competitive advantage.”