Service you can rely on and trust
We’re always looking at ways to improve our business and achieve the very best in customer service and satisfaction. So, we’ve been busy behind the scenes making improvements, and they’re already making a difference.
Uswitch Energy Awards – Best Overall Improvements winner 2024
We’re extremely proud to have won the Best Overall Improvements category in the Uswitch Energy Awards. We received this recognition for our continuous effort in keeping our customers at the forefront of everything we do.
Will Owen, energy expert at comparison site Uswitch, said, “British Gas deserves recognition for the improvements it has made in overall customer satisfaction, and we’ve seen that customers are noticing the difference.”
We received this special commendation following a survey of 15,000 residential energy customers who use a variety of suppliers. We were recognised as having made the biggest impact over the previous year with the largest positive change in an Overall Customer Satisfaction score from 2023 to 2024. This means that we performed best, out of all energy suppliers, at improving our customer satisfaction scores this year.
I was able to speak to a human being which is a good feature in these days. It’s usually extremely difficult to phone a company.
Improved scores on Trustpilot
An improved reduction in the time spent answering customer calls and our new-look app – more on that later, have both helped us achieve an improved score on Trustpilot. 130,000+ customers have now rated us five stars on the consumer site, putting us in their ‘Great’ category. Many of our five star ratings have been given on the punctuality and professionalism of our engineers who are out in homes every day of the week. Other customers have rated us on our helpful and efficient customer service team and the competitive value of our tariffs and products.
All round great experience… Definitely worth the money and the security that comes with using British Gas.
If you have a moment, please take a look and leave a Trustpilot review.
An altogether better customer service
We’ve been investing heavily in our customer service operations. We hired an additional 700 UK-based contact centre staff in 2023, and 100 more so far this year. We’ve extended our call centres opening hours to fit around our customers’ lifestyles and prioritised additional training for our customer service advisers on how best to support customers in financial difficulty.
I have never known a power supply company who offers such incredible help to their customers and wish I had changed to them earlier! Well done BG, this is customer service at its best!
A new and improved app
You asked, we listened! To help make managing energy even easier, we’ve lifted the bonnet of our app and made some improvements. We’ve refreshed the design for a better user experience, and added our new dark mode setting that extends battery life and reduces blue light, which is known to affect sleep. Other features include tracking your energy usage if you have a smart meter, viewing your bills and payment history, and quickly submit meter readings if you don’t have a smart meter.
I moved to British Gas a year ago, they have continually updated their app to make it clearer and simpler.