On 2nd March, Ofgem published its latest quarterly complaints data covering Q4 2016.
Performance across the industry has improved with 32% fewer complaints being logged by suppliers. In a complex industry with a poor reputation this is a good step forward. There’s much to be done, but at Spark we’re proud to have played our part in improving outcomes for customers.
More specifically, were delighted to have lived up to our promise of better service for customers inheriting or choosing Spark when they move home. We achieved;
- Fewer complaints received per 100,000 customers than the Big 6 and fewer than the average of the independent suppliers too.
- Most complaints resolved in the day they are raised. We resolved 60% of our complaints within one day, making us top performer amongst the smaller suppliers.
- 99% of complaints resolved satisfactorily. In fact we recorded the joint highest percentage of complaints resolved within the standard 8 week window. Note: we don’t think 8 weeks is fast enough either, but sometimes the root causes are complicated or need help from other suppliers to resolve!
Every complaint is one too many but its brilliant to see numbers reducing across our industry. Ofgem say they “want to see all suppliers take steps to bring down complaints further.” We at Spark agree, and that’s why we work so hard at this.
Shaun Burnett, Director of Customer Experience at Spark said, “Spark continues to outperform the Big Six and many of our industry peers. We focus every day as a team on listening to our customers and improving our services. This is great feedback and shows our efforts are really working.
An area we’re really proud of is the investment we continue to make in staff training. The dedicated Spark Academy we launched last year truly shows our commitment to industry-leading service delivery for our customers.”