Press Releases from the CAB

[Amethyst]

Millions have difficulties accessing an NHS Dentist

Need for free Generic Financial Advice service demonstrated by Citizens Advice Moneyplan project

Citizens Advice scores high as gay-friendly employer

Rooting out the Rogues

Sub-prime lending undermining home ownership, says Citizens Advice report

Unique collaboration to give Serving and ex-Serving community better financial advice

[thephoenix]

Re: Press Releases from the CAB

Citizens Advice appeals to utility companies to improve customer service

A new report out today from Citizens Advice reveals that gas, electricity and telecoms companies are still failing on customer service as the charity calls on companies to improve practices.
Are you being served? CAB evidence on contacting utility companies shows how too many people are still being forced to spend long periods of time hanging on the telephone to their utility companies trying to get their problems resolved.
Nearly a third (32%) of people completing a survey on the charity’s adviceguide website had to spend more than 30 minutes on the phone to their utility company. Many were unable to resolve their problem in just one call and even though many utility companies provide lo-call or freephone numbers for their customers to contact them, those without a landline can rack up huge bills or run out of credit trying to get through on their mobile phones.
An Ipsos MORI survey carried out among a representative sample of adults in Great Britain for Citizens Advice revealed that even though there was some improvement since the last Citizens Advice report in 2004, utility call centres are still the worst performing call centres. More than 1 in 4 (27%) customers who had contacted a utility company by telephone in the last 12 months stated they were dissatisfied with the way in which their call had been handled. This compared to 16% for those who had contacted a financial services company call centre and 17% for those who had contacted a retailer.



For full press release:



http://www.citizensadvice.org.uk/press_office-20080204