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ScottishPower Improves Performance in Consumer Focus Review and Tops Which? Analysis of Billing and Account Management


ScottishPower has improved its performance in the latest quarterly energy complaints data compiled by Consumer Focus, for the period January to March 2012, increasing from a 3 star rating to a 4 star rating. At the same time, consumer magazine Which? has awarded ScottishPower the top score of 5 stars for billing and account management practices.

The Consumer Focus data is published quarterly and energy companies are ranked on the number of complaints to Consumer Direct, Consumer Focus and the Energy Ombudsman in relation to their market share.

Which? examined key communications sent to customers, including annual statements and bills. They also examined payment policies and how easy they make it for customers to submit meter readings. ScottishPower stood out for the clarity of bills, particularly the way that key information was easy to find on the first page.

Neil Clitheroe, CEO for Retail and Generation at ScottishPower, said: “We are pleased that we have been able to improve our performance in the Consumer Focus review at the same time as achieving the top score in Which? magazine’s analysis of billing and account management. We are working hard to build greater trust between ScottishPower and our customers and over the last year we have refreshed our approach to customer service.

“It  is good to see that the effort and commitment of our people is being recognised and any improvement we make is welcome. We also know that more can be done and we constantly seek to improve customer experience in every area of our business. We will continue to speak directly to our customers and use the feedback to drive improvements.”

ScottishPower has received a number of customer service recognitions over the last year. In January, Which? ranked ScottishPower 1st place in a comprehensive review of energy supplier telesales operations. In April ScottishPower achieved top position in Ofgem’s complaint handling research and in May the energy company achieved the highest recognition from Which? for their complaint management performance.

Media Information: Paul Ferguson, 0141 614 4535

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