Providing outstanding customer service has always been core to what we do.
As a growing team we’ve continued to maintain a high standard of service for our valued customers, and we are proud to have been placed number 1 again in the latest Citizens Advice Energy Customer Service Ratings. A great achievement which highlights the high level of service and support we offer to our valued customers.
Igloo Co-Founder Henry Brown had this to say about the news:
"We are delighted to receive the number 1 position from Citizen’s Advice for the 2nd consecutive quarter this year, and we’re proud to continue delivering a high standard of service for our valued customers.
We’d like to acknowledge a brief drop recently in the speed of handling your enquiries. This is due to an exciting period of exceptional growth we have experienced. The team has been working above and beyond, and we’re happy to say that we’re back to the great service levels we are known for.
We’d like to thank you for your patience during this time, and the team for the hard work and dedication they put in every day. These latest ratings show that outstanding customer service continues to be core to everything we do."
We also spoke with our Director of Service & Culture Rebecca Smith, who had this to say:
“I'm so proud of what the team has achieved. 2020 had challenges for us, like with many organisations. In addition to the challenges brought by Covid-19 and remote working, we saw significant customer growth during this time too. It really is testament to the team that we've achieved the No.1 spot once again.”
About the ratings
Citizens Advice is an independent body which gives free advice and provides energy customers with unbiased information by rating suppliers to help customers see which ones are performing best.
The ratings feature 34 UK energy suppliers, both small and large, including the “big six”. Our latest star rating improved from 4.4 to 4.65 out of 5, and we managed to hit the high score in all but one category.
The CAB energy ratings consider several factors of customer service such as call waiting times and bill accuracy to award a star rating out of 5 for each category.
Below we look at our performance across the categories and set out the ways we offer continued support for our customers.
We resolve complaints differently at Igloo, working together with our customers to come up with a suitable solution to their issue that is fair. The hard work in this department is all down to our dedicated customer care team who know all things energy and work tirelessly to support our customers, using every complaint as an opportunity to learn and improve for the future.
As part of the ratings, Citizens Advice look at how many complaints every supplier has per 10,000 customers, and how many complaints are made to the Energy Ombudsman. Our figure for the quarter considered was just 48 per 10,000 customers, with just 5.2 complaints per 10,000 going to the Ombudsman, earning us a complaint rating of 4/5 stars, one of the best in the industry.
We make our billing experience as simple as possible, that’s why we produce a monthly statement which clearly shows energy usage. We also have a team of billing specialists for when you need to speak to someone, and a dedicated FAQ page for billing.
Citizen's advice considers both billing accuracy and timeliness in their scoring and awarded us top marks with 5 out of 5. We're really proud of this score and how we’re helping make billing. Our product and development teams are always considering customer feedback and looking at how we can improve our billing communication – so we’re all ears on your thoughts.
How quickly a reliable supplier responds to your email or answers the phone can be the difference between a good and bad experience. At Igloo our Customer Service team are just a phone call or email away, we offer online advice and FAQs, and if you prefer you can reach us on live chat and social media, giving our customers several flexible options to get in contact.
Citizens Advice look at the average wait time from all calls over the quarter and award a rating out of 5. The great news is that this quarter we’ve achieved an average call wait time of just 27 seconds, earning us a 5/5 rating.
Customer guarantees and switching
Switching energy supplier is simple and takes just a few minutes, with most switches completed in 21 days on average and having a smooth switch sets the standard for what to expect from your supplier in terms of service. Citizens Advice look at how many customer switches have been completed in 21 days and we’re proud to say that 99.9% of all switches to us were completed within this time frame, earning us 5/5 for switching. For customer guarantees we offer the Energy Switch Guarantee and the Priority Services Register (PSR), which is designed to protect any customer with a vulnerability. We’ve also recently joined the Energy UK Vulnerability Commitment. This commitment is a set of principles to support vulnerable customers, in addition to existing regulations.
We’re extremely proud of Team Igloo’s achievement and to have received 1st place in the ratings for the second time in a row. We’d like to say thanks to our customers for the ongoing support. If you need to speak to us, then our team are here to help. You can contact us here. Keep an eye out for updates as we continue to focus on our customer experience and offer you more pioneering ways to save energy.