Suppliers reject low ranking for service

Hobson, Steve
January 2009
Utility Week;1/23/2009, Vol. 30 Issue 4, p6
Trade Publication
This article reports on the decision by the Energy Retail Association (ERA) to reject the Institute of Customer Service UK Customer Satisfaction Index (UKCSI) in 2009. According to the ERA, the survey fails to compare like-for-like sectors. The association claimed that comparing utilities with retailers such as John Lewis and Waitrose does not give a fair picture of the customer's experience. RWE Npower, however, conceded the survey results were very disappointing.


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