A Top Performance on Trustpilot
With four stars and a rating of ‘Great’, London-based Insite Energy is now the top-rated metering and billing company for heat networks on consumer review website, Trustpilot.
The company attributes its ranking performance which saw it achieve a 5 star rating from 51 per cent of customer reviews to a new call centre and investment in training.
Insite Energy Client Services Director, Gareth Copland, explains:
“With increasing regulatory scrutiny of heat networks, it’s never been more important for energy and service providers to introduce greater levels of transparency and encourage positive consumer engagement.
“Our Trustpilot score is a reflection of how delighted our customers are with our service these days.
“People don’t tend to leave a review unless they are particularly struck by the service they’ve received – good or bad. It’s very gratifying to see how many customers feel moved to comment on the excellent service they’ve experienced, and how few negative comments there are.
“If you looked at the statistics for the past six months only, our rating would be more like 4.5-5 stars. We’ve made a concerted effort to improve our customer service, from the ground up. We have an excellent team in place now, and that has helped us to achieve this ‘Great’ rating in a very short time.”
Quality of service and transparency are particularly important for heat network users, who have historically suffered from a lack of information about energy usage and pricing as well as long contract periods with no option to switch providers. For these reasons, the Competition & Markets Authority (CMA) has for some time been calling for increased regulation of heat networks.
Trustpilot’s ranking for heat network metering and billing companies is based on the period to 31 March 2020.