Why British Gas Continues to Struggle with Customer Service: Shocking Survey Results Revealed

British Gas Declared the Worst Energy Supplier for Customer Service

British Gas has been named Britain’s worst energy supplier for customer service following a decline in satisfaction over the last six months, according to a report from Which? shared with the Guardian.

The survey, which included 4,000 adults across the UK, indicates that while customer service has improved across the energy sector, it has deteriorated for British Gas customers.

Rocio Concha, a policy director at Which?, emphasized the importance of providing quality service in the energy sector:

“It is never OK for firms to provide sub-standard customer service, but in an essential sector like energy... it is unacceptable.”

Key Findings from the Survey

• More than 50% of respondents who contacted British Gas reported issues with the response they received.
• 15% of customers described their advisers as unhelpful or dismissive, while 14% felt they did not receive good advice or support.
• A third of customers expressed dissatisfaction with the time taken to reach a helpful representative.

British Gas's Response

A spokesperson for British Gas claimed that the survey results were “at odds” with other customer satisfaction data from organizations like Ofgem and Citizen’s Advice. They stated that their customer service is improving, highlighting a 60% reduction in call wait times compared to 2023.

Industry Comparison

In contrast, Scottish Power has shown significant improvement in customer satisfaction, with a net satisfaction score of +56—an 18-point improvement from six months prior. This demonstrates that enhancements in customer service are achievable in a short time frame.

The findings of this survey reflect ongoing challenges for British Gas and the pressing need for improvement in their customer service practices.