5 ways we’re leading the way with great customer service
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We’re thrilled to announce that for the second time running, we’ve come out top of the Citizens Advice Customer Service table.
Sabio recently commissioned a study into what makes customer service ‘great’ - and we’re proud to tick the boxes that count.
We pride ourselves on our outstanding customer service, but what is it that makes it so great?
1. Our phoneline is open longer than most other suppliers
This year, we extended our opening hours so we’re here to support you when you need it most. You can call us on 0345 555 7100 between:
9am –7pm Monday to Friday
9am – 5pm Saturday and Sunday
2. We won’t leave you waiting in a queue
We know that when you need to speak to us, it’s important that you get through to a real human in good time. Our average time to answer* is just 36 seconds, meaning you don’t even have to wait for a minute to get through to our dedicated team.
* Statistic taken from Q2 2024
3. Our teams are all UK based – we don’t outsource our support
We know that good customer service relies on everyone being on the same page, and we value our interactions with customers. That’s why all of our staff are UK based and work for Ecotricity, rather than relying on a third party. As an energy supplier, we take our responsibility seriously and we’re here to help.
Did you know?
49%* of customers say that having UK-based employees is one of the top three most important factors when contacting a company.
* Statistic taken from Exceeding UK Customer Expectations, sponsored by Sabio.
4. Our agents are friendly, well-trained and happy to help
When you phone Ecotricity, you get through to a real person, not only with experience working in the energy industry but one that cares and will take responsibility for getting things resolved for you.
5. You don’t have to call us – we can help in other ways
Whether you prefer to have things in writing or you can’t phone during our opening times, we have other options for you. You can contact us by email at home@ecotricity.co.uk, check out our support pages on the online account/app and contact us on social media. We might not be able to get back to you immediately, but rest assured you'll get a response in good time (within our opening hours).
Don’t just take our word for it – check out what our customers are saying over on Trustpilot.
Ready to switch to Britain’s greenest energy supplier? We’ll turn your bills into mills – and we’ll be here for you every step of the way.
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