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Customer satisfaction on the increase

Utilities in the UK have overcome the impact of steep price increases to improve overall customer satisfaction, according to the J D Power & Associates 2005 UK Electricity and Gas Supplier Customer Satisfaction Study. The study found that improving billing, payments and meter reading resulted in increased satisfaction on the part of both electricity and gas customers.

Scottish and Southern Energy ranks highest among electricity suppliers, with a score of 732 on a 1000-point scale. EDF Energy was second at 723 points.

British Gas ranked highest among gas suppliers, with an index score of 760 points, followed by Scottish and Southern Energy at 745 points.

The study was based on 2609 interviews with domestic electricity customers and 2031 with domestic gas customers throughout the UK.