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Analysis

Putting customers first: how can energy companies provide better customer service?

Citizens Advice’s latest energy complaints league table has noted the widest gap between the top and the bottom of the rankings when it comes to dealing with customer complaints, with the lowest-ranked company, Extra Energy, performing 80 times worse than SSE at the top of the league. The gap may be widening but the problem is nothing new. Energy companies are routinely criticised for their handling of customer complaints, so why are they getting it wrong and how can they do better? The Institute of Customer Service and Citizens Advice provide some insight.

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