ComRes interviewed 1,732 British adults who pay energy bills online between 5th and 7th February 2014. Data were weighted to be representative of all GB adults aged 18+.
Date Published: 02 Apr 2014
Categories: Business | Consumer | Energy | Public and communities | UK
Is anyone listening to what energy customers want?
ComRes Survey reveals that the Big Six are trusted but customers say they want more from energy companies – they are too focused on profits, unclear about their finances, and they’re not listening to customers
Green Energy says listen to what customers want rather than the politicians
Amidst all of the brouhaha about the Big Six energy companies over recent months, Green Energy UK has been finding out what customers actually want from their energy supplier. Green Energy UK, an independent electricity supplier, commissioned the market research company ComRes to undertake a survey of customers across the UK. The survey reveals surprisingly given the current rhetoric, that although the Big Six are trusted, customers want the country’s energy suppliers to work harder by improving customer service, being more responsible and being more transparent in the way they manage their business.
The key findings of the ComRes “Consumer Voice Survey” (surveying 1,732 energy bill-payers in Great Britain) were:
v 50% of consumers trust the Big Six energy companies the most of all energy suppliers.
v Competitive pricing ranked highly on the consumer wish list (94%) but a focus on providing good customer service is just as important (91%).
v 92% want their energy firm to provide clear and easy to understand information, with 91% wanting their supplier to listen to what customers have to say.
v 72% of consumers are looking for energy companies that display an ethical attitude.
v Over half (53%) of consumers surveyed say that they want a non-corporate brand and a third (32%) think it’s important that their supplier is independent of the Big Six.
v Energy companies are seen as too focused on profits (82% say that this is one of the top three problems with energy companies), and are not transparent enough about their actions or finances (55%).
ComRes conducted the research “A consumer voice for the energy market” online between 5th and 7th February 2014, interviewing 1,732 British adults who pay energy bills. ComRes is a member of the British Polling Council and abides by its rules.