SSE tops service league table again

  • Energy firm once again named best performing supplier by Citizens Advice
  • Company outperforms large and small rivals as it delivers on service

SSE has been named the best energy supplier for customer service once again – fending off both large and small suppliers.

It regained its number one position challenging the view that smaller companies are providing better service.

Citizens Advice published its latest figures, for the period of January to March 2016, which show SSE had a complaints score of 28.4 per 100,000 customers. Contrastingly the worst performer in the market had around 60 times more complaints than SSE.

Prior to last quarter, when SSE came second by 0.4 points, SSE had held the number one spot every quarter since Citizens Advice started the report in 2009.

The scores are based on complaints made to third parties and are therefore a highly reliable measure of customer service. In comparison to the self-reported numbers companies provide to Ofgem every three months, these results give an unbiased, independent view of complaint handling.

Will Morris, Group Managing Director, said:
“Our customer service teams have worked incredibly hard to improve our score once again. They have put the needs of customers first and shown that when it comes to taking care of customers, bigger is better.

“Customers rely on us to provide them with an essential service.  We want to get things right first time but if there is an issue, customers should know that we do everything in our power to make sure we address the issue quickly and effectively.”

SSE takes every complaint seriously, escalating them as necessary to make sure they are resolved quickly. Policies such as these have helped SSE also consistently rank among the best performing suppliers in regards to complaints accepted by the energy Ombudsman. This is despite the company being the only supplier who will inform customers of their right to speak to the Ombudsman after six weeks rather than the industry standard of eight.