We recently received the fantastic news that we’ve come first in the latest Citizens Advice Customer Service Ratings, demonstrating the hard work Team Igloo puts in on a daily basis to deliver a great experience to our valued customers. This achievement is something we’ve been aiming for since we first entered the ratings and it’s great to see the hard work pay off.

The COVID-19 pandemic has brought about major changes in how we live our lives. As a business and as individuals we’ve all had some adjusting to do, so it fills us with great pride to say we’ve maintained the same high level of service you’d expect from us and have been on hand as usual throughout the lockdown period to offer support to all our customers.

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 and rating suppliers to help customers see which ones are performing best.

The ratings are released once a quarter, with the latest ratings covering January to March. The ratings feature 41 UK energy suppliers, both small and large, including the “big six”. Our latest star rating was 4.6 out of 5, with a noticeable gap between us and second place (who scored 4.15).

Our CEO and founder Matt Clemow had this to say: “We’re proud to have placed first in the latest Citizens Advice ratings, having been consistently in the Top 10 since we entered the ratings. Our entire team have been working tirelessly to achieve first place and it’s a real credit to the people we have working at Igloo. Our customers will always be our top priority, so it’s great to see this result”.

The ratings consider several factors of customer service such as call waiting times and bill accuracy. Data from the quarter is analysed and a star rating out of 5 is awarded for each category, then an overall star rating out of 5 is then awarded. Below we look at our performance across the categories and set out the key ways we offer continued support for our customers.

Complaints

We’ve mentioned before that our complaints record is one of the best in the industry, and this hasn’t changed. We take complaints seriously at Igloo and use them as an opportunity to learn and improve for the future. Our dedicated Customer Care team are on hand to manage the complaint process and we ensure that all our customer service staff are knowledgeable across a variety of industry areas. Citizens Advice look at how many complaints a supplier has per 10,000 customers. With our figure being 3.7 complaints per 10,000 customers we earnt a rating of 5 out of 5 for complaints.

Billing

We’re dedicated to delivering the best billing experience possible for our customers. We produce a monthly bill which clearly itemises usage, but if you do need any help understanding your bill we have a team of billing specialists on hand and dedicated FAQs on our website. Citizens advice consider both billing accuracy and timeliness in their scoring and awarded us 4 out of 5. This result is one of the best in the industry but does show there’s some small room for improvement. We recognise this and are constantly reviewing customer feedback to look at how we can improve our bills, so if you ever have a suggestion we’re all ears.

Response times

As a customer, we know it gives you great peace of mind knowing your supplier is just a phone call away and one of the most important things is knowing they’ll answer the phone quickly. To measure this, 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 reduced our call wait time from 38 seconds to 29 seconds, earning us 5 out of 5 for response times. We also offer our customers several other convenient ways to get in touch, including Twitter, Facebook, email and live chat and while not included in the Q1 ratings from Q2 onward these will be included.

Customer guarantees and switching

Ensuring a smooth switching service for customers is the final area of customer service that Citizens Advice review. They look at both the number of switches completed successfully within 21 days, and at the different customer guarantees each supplier offers. We successfully completed 99.2% of customers’ switches within 21 days, and we offer the Energy Switch Guarantee and the Priority Services Register (PSR), which is designed to protect any customer with a vulnerability.

We’d like to take a moment to thank all our customers for their ongoing support as we celebrate this great achievement. However, the hard work does not stop here as we continue to improve our customer experience further and develop new ways to help you use less energy.