Igloo scores 2nd place in Citizens Advice Customer Service ratings

We’re excited to announce that out of 41 UK energy suppliers, Igloo Energy has placed second in the latest Citizens Advice Customer Service Ratings.

Citizens Advice is a network of independent charities across the UK that give free, confidential advice with money, legal and other issues people may be facing. They also assist with energy providing customers with unbiased information to help them switch offering ratings to allow customers to see which suppliers are performing best.

These ratings, released once a quarter, take data from a number of sources to determine how well each energy supplier is performing. An overall star rating (out of five) is then awarded; based on factors such as bill accuracy, call waiting times and complaint handling.

Our latest star rating is 4.40 / 5.00, placing us second out of 99% of the UK’s energy suppliers, something that’s been received with great pride by our entire team, especially our CEO and Co-founder Matt Clemow who had this to say:

We’re delighted to have been named second on the latest Citizens Advice star ratings,” says Matt. “When we started Igloo, providing first-class customer service was always our top priority. Our first hire was Head of Customer Service and this result just goes to show how well our approach is working. I’m incredibly proud of our customer service team today.”

As the Citizen’s Advice rating takes into account several factors, we thought we’d quickly take you through some of the key ways we support our customers at Igloo:

Complaints: Complaints are something we take very seriously at Igloo, which is why our complaint record is one of the best in the industry. We have a dedicated Customer Care team that specifically manages complaints, and we ensure all of our customer service staff are trained across a variety of industry areas. You can have a read of our blog here for more information about our Customer Care and complaint handling process.

Billing: At Igloo, we go to great lengths to ensure our customers understand their bills and receive them on time. We produce a monthly bill for all customers, which clearly itemises usage. Our website features dedicated FAQ pages for billing queries, and our customer service staff are fully trained to answer any questions or concerns our customers may have.

Response times: Another factor Citizens Advice takes into account when deciding on its ratings is customer service waiting times. This is something we pride ourselves on at Igloo Energy, with our average call wait time for this quarter being just 38 seconds. We also offer our customers a number of other ways to get in touch too, including Twitter, LinkedIn and Facebook, as well as live chat (with an actual human, not a robot).

Customer Guarantees & Switching: To ensure customers are able to switch energy suppliers quickly and easily, and that vulnerable customers receive prompt assistance in emergencies, energy suppliers offer a number of customer guarantees. At Igloo, our customer guarantees include the Priority Services Register (PSR) and the Energy Switch Guarantee – a promise to switch customers within 21 days.

You can read more about this guarantee here or to learn more about the Citizens Advice ratings and see how other energy suppliers scored, click here.

At Igloo, we’re on a mission to make energy easier to understand, while equipping our customers with handy tools to reduce their energy usage. Using initiatives, such as our Refer-a-Friend scheme, innovative features such as Me and My Home, and personalised product offerings through our Igloo Works range, we’ve helped hundreds of new customers lower their energy bills. It’s great to see that our efforts are paying off.