800 new customer service staff for British Gas

British Gas appears to be getting the message about its poor customer service and has started to make moves to raise its game, including bringing in one extra customer service person for every 20,000 customer accounts says uSwitch.com, the independent online comparison and switching service.

However, it has got a long way to go after consumers voted it the worst energy supplier in uSwitch.com’s latest Customer Satisfaction Report out today. Only just over half (55%) of the energy giant’s customers are satisfied with its service and only 40% think that it offers value for money.

Commenting on British Gas’ AGM Statement this morning, Ann Robinson, Director of Consumer Policy at uSwitch.com, says: “Today’s statement by British Gas shows the difference that cutting prices can make to a business. It is offering a fairer deal to customers now than it was this time last year, but it still has a long way to go. It is now the second most expensive supplier and, despite boasting two price cuts, is still withholding around £200 in price cuts from every household.

“British Gas’ biggest problem is not attracting customers, but keeping them. As fast as it brings customers in through the front door others are slipping away out of the back. Year-on-year it has seen a slow down in customer losses – this time last year it had lost 350,000 customer accounts, but in the same period this year it has lost 222,000. It attributes this to two price cuts, but now that competitors have cut prices too the battle for market share will be won on service and this is where British Gas is at its weakest.

“It’s good to see that it has started to listen to its customers and has invested in 800 extra customer service staff – one person for every 20,000 customer accounts. Given the mammoth task of winning over the 45% of customers who are dissatisfied with its service this could be too few spread too thin, but at least it is living proof of British Gas’ commitment to improving its service at last.”