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 OVO Energy – 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 OVO Energy?
By conducting thorough research across multiple review sites, we have gathered verified customer reviews of OVO Energy 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
OVO Energy had one of the better distributions for their reviews with around 70% of which being 5 stars.
It was then interesting to see why customers rate them so highly. Is it an easy switching process? Good prices? Fair deals?
For the most part, no.
The driving reason behind their good reviews is friendly and helpful staff that resolved issues quickly. Many customers believe that OVO are incredibly efficient in delivering solutions through excellent customer service. Their agents are incredibly knowledgeable and would often resolve problems then and there.
Further to this, agents would be ready to answer questions relating to other parts of their service. The patience and willingness to help translates into a litany of positive reviews.
The Bad – 3-Star Reviews
But very quickly things change…
In the more negative reviews, there are a raft of mentions of how OVO are pushy in soliciting positive reviews from their customers. Is this a possible explanation for the unusually high number of 5-star reviews?
Other customers experienced problems with new meters regularly – with the usual complaints of broken, inaccurate, and frustrating meters. From here many customers experienced long waiting times in waiting to speak to agents.
Regular issues with direct debits or incorrect debit amounts being taken from accounts, with copious struggling needed to chase up on solutions.
The Ugly – 1-Star Reviews
It is always quite difficult to read the horrible customer experiences contained in the 1-star reviews.
OVO Energy are no different, with dozens of stories of customers being ripped off and ignored. Most poignantly are reviews mentioning an incredibly complex bereavement process or pensioners struggling to make ends meet due to OVO failings.
There is a regular theme of customers being told one thing over the phone (when they do get through to someone) and the actions being taken by OVO after they hang up. This has left many in a tough situation.
Some customers have been redirected to another phone-line and have been charged copious amounts just to sit on hold for a few hours…
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 OVO Energy 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
WhatsApp: 07757 400 788