Low levels of satisfaction in energy firms

Consumer Focus said customers must demand a better service

Poor choice and lack of clarity in price comparisons have been highlighted in complaints about energy suppliers in Scotland, according to a survey.

The study for Consumer Focus Scotland suggested 28% of customers had a cause for complaint about their gas and electricity company.

The research also indicated that levels of 'switching' were lower in Scotland than elsewhere in the UK.

Consumer Focus said consumers must demand better rates and better service.

The poll also found that the energy market in Scotland had the lowest consumer confidence across the UK.

Low awareness

A total of 14% of consumers surveyed reported having cause for complaint across all UK markets, half the level in the Scottish study.

Consumer Focus said it was likely that while price information was generally available, the different tariff structures confused consumers and they also faced barriers to switching tariffs or suppliers.

The energy market also scored particularly poorly on choice.

The energy companies need to act now to address the concerns of customers and improve confidence and satisfaction levels Marieke Dwarshuis Consumer Focus Scotland

Consumer Focus Scotland said the findings indicated a low awareness of the ability of most consumers to switch suppliers.

The poll, which covered 500 customers in Scotland, found that those suffering disadvantage of some kind, including health problems or poor financial circumstances, were more likely to rate their overall satisfaction as poor.

Director of Consumer Focus Scotland Marieke Dwarshuis said: "The low level of confidence and satisfaction revealed by this survey puts the gas and electricity market at rock bottom when it comes to customer experience of the eight markets tested in Scotland.

"Many consumers believe that they are getting a poor service from the energy market across the full range of performance indicators.

"The energy companies need to act now to address the concerns of customers and improve confidence and satisfaction levels."

He said increased price transparency and improved trust in advertising and marketing needed the most urgent attention.

"Given the particularly high levels of dissatisfaction expressed by customers experiencing disadvantage, companies must also give greater priority to the customer service they offer to meet the needs of these groups," he added.

Consumer Focus said they intended to launch a campaign later this year aimed at raising consumer awareness about the potential benefits of switching their energy supplier.