A North East challenger energy brand has blown away the opposition after coming out top for customer service.
Breeze Energy, based in Gosforth, Newcastle, employs just 11 staff and supplies electricity and gas to 40,000 meters across the 海角视频.
But the minnow of the energy supply market run by husband and wife team Kelly and Danny Hughes and fellow co-founder James Platania, has topped the latest Citizens Advice Bureau league table for customer service with a 4.8 star rating out of five.
CEO Mrs Hughes said: “To top the Citizens Advice Bureau’s customer satisfaction survey is a phenomenal achievement. Citizens Advice is the official consumer watchdog for energy, and its customer service league table provides an impartial benchmark.
“We have come from virtually nowhere in the past year to topping the ratings, which is tantamount to the amazing team of people we have and our never give-up attitude.
“Danny and I are great believers in what is often disparagingly described as ‘old fashioned customer service.’
“We aim to answer the phones in less than a minute and you’ll get straight through to a customer service agent; no waiting in a queue or having to trawl your way through an automated menu system."
Mrs Hughes has now applauded tough new proposals from energy regulator, Ofgem, aimed at ensuring suppliers treat their customers properly and reduce the risk of failure, following a string of high profile collapses over the past two years affecting more than 300,000 consumers.
Most Read
She said: “Ofgem’s proposals are a chance to improve standards and performance across the industry. Anything that helps build consumer confidence and ensures they are getting the best deal both in terms of service and customer care, has to be welcomed.
“A thriving and reliable energy market where consumers can expect better service, more choice and aren’t picking up the bill when a supplier fails, is to the benefit of all.
“Investing in good customer service should not be seen as a nuisance. How well – or badly – a company does reflects on them and how profitable their business is. Do it right and the chances are you will improve customer satisfaction, retain their goodwill and loyalty, and impact positively on your business.
“Do it badly, and your customers will inevitably take their business elsewhere.
“Good customer service can be a key business differentiator. Dealing with customer complaints as they arise quickly and efficiently saves time and money, builds trust and makes you stand out in what is a competitive market.”
Ofgem is consulting on reforms for existing suppliers to drive up customer service standards, reduce the risk of supplier failure, and strengthen the safety net.
Fast growing suppliers will have to demonstrate to Ofgem that they are able to service additional customers effectively and meet industry obligations whilst remaining financially Mrs Hughes added: “As a consumer myself who expects to be treated with respect when dealing with a utility company, going shopping or out for a meal, a fairer deal for customers in terms of service standards can only be a good thing.”