Energy firms ‘must copy supermarkets’

Energy companies should look at supermarkets if they want to keep their customers, who want discount vouchers, bundle packages and loyalty schemes, a survey found.

A poll of 2,000 people found supermarkets came top in terms of quality service with 55 per cent of the vote. Energy suppliers came last, with 2 per cent, just behind banks and telecoms providers.

Of those responsible for paying their energy bill, 58 per cent were either unhappy or indifferent about the level of service provided by suppliers and the costs of their total bills. Despite that, almost two thirds had not switched providers in the last year. However, around half in the 18-24 age bracket had. “If that trend continues, energy providers are going to need to focus on their services to reain a loyal customers base,” said Daryn Edgar, of Avanade, the service provider that commissioned the poll.

Apart from price, when asked about which value-adds might make them switch providers, discount vouchers (32 per cent), bundle packages (31 per cent) and loyalty schemes (26 per cent) came out on top. One in seven (15 per cent) said a more personal service could tempt them to switch providers.