Ryanair Replaced At Bottom Of Service League

Two of the country's biggest energy providers have overtaken Ryanair at the bottom of a league table for customer service.

The annual survey of customers, by the consumer group Which?, saw the most-complained about 'Big Six' firm of the past two years -  nPower - handed the unwanted title.

Scottish Power came in a close second.

nPower paid the price for continuing problems with transferring customer data to a new computer system - an issue that left hundreds of thousands of customers not knowing what they owed and when as bill delays mounted.

The industry regulator Ofgem recently confirmed that it was holding off imposing a fine of up to £300m on the firm because it was making progress in addressing the issue and handling related complaints.

Ryanair was pushed off the bottom of the table by nPower

All the 'Big Six' energy firms were in the bottom fifth, with none of them scoring more than two stars for making customers feel valued.

Ryanair has overhauled its customer experience package since being branded the worst in last year's poll.

The no-frills carrier rose two places while the bottom five was completed by TalkTalk and SSE, BT and EE in a joint score.

Internet and telephone bank First Direct topped the table, achieving the full five stars for making customers feel valued as well as for resolving complaints.

First Direct was voted the best for overall customer satisfaction

Others in the top five were Lush, John Lewis, Lakeland and Waitrose.

Automated phone systems were ranked as the top customer service gripe at 43% followed by "being passed around" and "annoying hold music".

Which? said the results were particularly poor for the household energy sector.

Its executive director Richard Lloyd said: "The 'Big Six' have now hit rock bottom for customer service and, with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.

"Good companies know the value of customer service, so it's disappointing that some of our biggest firms seem to have a lot to learn about keeping their customers happy."

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