Customer Experience Feedback Summary April 2024

The report summarizes April 2024 customer feedback on energy providers, highlighting technical issues with websites, mixed customer service experiences, dissatisfaction with renewal pricing, and a desire for more transparent and competitive plans. Customers value clear billing, ease of account management, and reliable service, but express frustration over high rates, poor communication, and unfulfilled rewards. Improvements in these areas are needed to enhance customer satisfaction. Comprised of CX Survey comments from the First 100 days, Renewal and Transfer journeys related to Customer Care, Digital and Relationship Feedback.