Billing errors impact customer trust, and significantly affect customer satisfaction levels. This was illustrated by a recent survey of 2,000 energy utility customers in the UK undertaken by Consumer Intelligence.
Their research found that 30% of those polled, had discovered an error on their energy bill. 28% had been overcharged in 2012 by an average of £121, leading customers to conclude that utilities are overpricing on purpose, which the accused utilities vehemently deny, but customer confidence is eroded to an all-time low. This situation is only set to get worse as customers are moved to electronic invoicing, is believed by researchers.
The inability to bill correctly and provide useful real-time billing data to customers will drive customers to competitors.
Energy companies ‘making £650m a year from billing errors’
Energy companies were accused of “daylight robbery” last night after a survey indicated that more than a quarter of customers are being overcharged through mistakes on their bills.
The average error was worth £121 a year in the energy company’s favour, suggesting that errors benefit companies to the tune of at least £650m annually and possibly much more.
Cláudia Wada on