It can be one of the most frustrating experiences you will ever have, dealing with energy suppliers.
We know this from our own personal experience, after all, we are people too…
If you have a problem with your supply all you really want is to feel heard and have an action plan put forward to resolve your issue.
All too often even reaching this stage is frequented by long periods on hold, being bounced between departments, unfriendly agents, and unfavourable solutions…
In this series we will shine a light on some of the worst offenders in the energy business by researching exactly what their customers have to say about them to find out if there is any common themes in how they conduct their business.
This week, we’re taking a look at Boost– so if you’re already a customer, or are thinking about joining… it may be worth a read.
A Deep-Dive – What are customers saying about Boost?
By conducting thorough research across multiple review sites, we have gathered verified customer reviews of Boost and how they conduct their business. We believe it is only by listening to customers that you will gain a true understanding of how a business behaves as there is no amount of slick marketing that can spin-doctor a good honest review.
The results of our research can be found below:
The Good – 5-Star Reviews
As always, there is a little something to celebrate.
For Boost Energy they do on occasion get things right for their customers.
However, what is perhaps most interesting, is the regular mention of several specific customer agent names in their 5-star reviews. It is difficult to tell exactly why this is the case – it could simply be a matter of scale. Regardless, these several agents appear to be producing the overwhelming majority of positive reviews.
Where customer service agents were polite and willing to help customers, this was acknowledged. It seems much the same as for other suppliers – where customers felt agents were helpful, knowledgeable, and polite, they were more than happy to leave a positive review.
The Bad – 3-Star Reviews
However, issues very quickly appear in the 3-star reviews.
It is immediately clear that there is a severe problem with Boost Energy leaving their customers waiting for horrendously long periods. With frequent mentions of ‘waiting’ or ‘time’, customers are frustrated by how long they have to wait to simply discuss their issues.
But what issues are they? Well, from customer reviews it appears to mainly be issues with meters and smart meters, gas problems, and credit/billing issues. Hardly minor things to be going wrong with an energy supplier.
The Ugly – 1-Star Reviews
Rather hilariously (not from Boost Energy’s perspective), a large proportion of reviews happen to be warnings to others possibly considering switching to the supplier. These customers frequently mention to others to avoid Boost and steer clear of using their services.
Again, many mentions of customers on the phone for hours at time to reach a human voice. When they do reach an agent, there are mentions of them not being particularly helpful and unwilling to listen.
Descriptive words like ‘awful’ were certainly not uncommon, summing up the customer perception of Boost Energy rather well.
Learning from Others’ Failures
At Energy Solutions, we aren’t immune to casting a glance at the other businesses in the industry to see what they’re doing well.
More importantly, at a time like this where the UK energy industry is in turmoil and customers are left frustrated, we look to see what they are not doing well.
Our customers matter to us, so to see such wide-held frustration with other suppliers… We decided we had to break the mould.
For Boost customers who are left annoyed at waiting times and unreachable support, you would be surprised at how reachable we are in comparison. Not only can you contact us over the phone – but also over WhatsApp, Email, or through our website.
No more hours of waiting, no more blanked calls, no more weeks waiting for a reply to support tickets….
A better way of doing energy.
Energy Solutions by Us, for You
At a time of great uncertainty in global energy markets, it is easy to feel lost in it all.
Keeping up to date with developing situations and the associated ramifications is a tricky and time-consuming job. It is also one that is not likely a priority for you and your business.
So, what do you do?
You partner with energy procurement experts to take the load off of your desk.
Energy Solutions have been trusted brokers for countless businesses for over twenty years, which means we know how to navigate the energy markets during a time of uncertainty.
Contact us today to find out how we can help you and your business
Website: https://www.energybrokers.co.uk/
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Email: nick@energybrokers.co.uk
Call Us: 0131 610 1688
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