Customer satisfaction

Your satisfaction matters to us, and that's why we put our customers first in everything we do.
See how you have rated us across a number of metrics by viewing our customer satisfaction scores below.

Complaint resolution

38,537  direct customer complaints were received in September 2017, of which we had resolved 68% within the first contact and 77% within 5 working days

complaints resolution

68% Resolved

during first contact

77% Resolved

within 5 working days

External organisations

2.80% of complaints in September came from external organisations, on behalf of customers:

Consumer Futures

123Document

Citizens Advice

36Document

Energy Ombudsman

921Document

Customer feedback from September 2017

Each month around 10,000 customers provide feedback to us about the service they have experienced and the results show:

complaints resolution

84% felt our advisors listened and resolved
their enquiry to their satisfaction

happy customer

74% are happy with ease of resolution

happy customer

73% are happy with our overall performance

 

 

Striving for customer satisfaction

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At ScottishPower we work hard to deliver a high standard of service to our customers.

We are working very hard to make sure that call waiting times are reduced and want to continually improve our customer service, to do this we have introduced a number of improvements:

  • We have improved access to our customer service teams by opening Monday to Friday 8am - 10pm and Saturdays 8.30am - 6pm, providing some of the longest opening hours in the sector
  • We also display our call waiting times online, making it easy for customers to stay on line, call back later or request a free call back
  • We're helping our customers take control of their energy with the ScottishPower Energy App, enabling customers to enter meter reads, view bills, track their consumption history and arrange a call back at a time that suits them
  • As a ScottishPower customer you can move between our tariffs without paying any fees - allowing you to move between our tariffs without penalty
  • We have introduced our new Direct Debit Manager that allows customers to control their Direct Debit through their online account

We also have help and advice available on our website whenever you need it through our Support Centre

You can find out what happens next when your tariff is coming to an end, find out what you need to do when you're moving home and make sure you're on our best tariff for you.

 

Committed to our partnership with Cancer Research UK

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We've been working hard to support Cancer Research UK's life-saving work and are committed to generating much needed funds to help beat cancer sooner. Since the beginning of our relationship with Cancer Research UK in 2012, we’ve supported them in numerous ways – through employee fundraising, creating a Help Beat Cancer tariff, and sponsorship of the Race for Life and Stand Up To Cancer campaigns. With the help of our employees, customers and suppliers, we’re delighted to say that together we’ve raised over £15 million, in just over five years. And we’re not stopping there.


It's a relationship we're committed to, because together we have the energy to help beat cancer.


Cancer Research UK is a registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103).