The Which? ‘mystery shopper’ research into energy provider call handling times takes place every 6 months and we’re delighted that we retain our top spot, a position we’ve held since the surveys started. We believe this demonstrates that our continuous efforts to provide our new and existing customers with a great customer service are paying-off.
Which? conducted their research in October 2014 by making 384 calls to 16 different energy suppliers’ customer service and sales numbers at set times, and each time they recorded the time it took them to get through to a human.
It took Ebico on average 30 seconds to answer a customer service and 40 seconds to answer our sales calls. This is way ahead of any other energy provider. Some energy providers keep their existing customers waiting for a lot longer than potential new customers. At Ebico we believe that we should treat everyone equally so we provide one number for both sales and existing customers and aim to answer all calls as soon as possible.