EnergyIndustryReports

UK Energy Market Benchmarking Report

Opening hours, IVR and time to speak to an operative - November 2018

Opening hours, IVR and time to speak to an operative - November 2018

It's well known that it costs more to attract a new customer than to keep an existing one, five times as much in fact. This is why the first rule of any business should be to retain their customers and build a loyal relationship with them, thereby avoiding unnecessary customer acquisition costs.

Synergy Market Research has conducted research of 78 utility companies to compare their call centre opening times, the ease of navigation though their Interactive Voice Response (IVR) technology and the time it takes before a consumer can talk to an operative. This report illustrates the strengths and weaknesses of all energy suppliers involved.

Areas assessed

  • Opening Hours: Comparison of call centre opening times.
  • Interactive Voice Response (IVR): Ease of use of IVR technology.
  • Time to speak to an operative: How quickly customers are able to speak to an operative.