Customer Services Energy companies often perform poorly: customer inquiries are insufficient or no answer, and waiting time in both telephone customer service via email and regular long. According to a study in the Consumer Guide September 2014 average score companies 5.2. Only United Consumers scores a large enough (7.3). OXXIO (3.9) and Electrabel (3.3) at the bottom end.
Mystery hoppers of the Consumers’ proposed 12 energy companies by email and phone inquiries about the cost of an annual contract, switching, the difference between the network operator and supplier , solar panels and smart meters. Of the 240 emails sent 15% was not answered. Only four companies always gave answer: Energiedirect.nl, Green Choice, Budget Energy and United Consumers. OXXIO responded only 11 of the 20 emails and Electrabel made it all fur: two-thirds of the questions was no answer
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The quality of the answers. often to be desired. So many companies do not call the network charges when asked about the cost of an energy contract and warns thirds not a penalty at intermediate switching to another supplier. The customer service staff have eaten little cheese with solar panels; most could not explain the difference between supply and return offset well. And almost no supplier indicates that consumers may refuse. Smart meter
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