Customer service reviews online the British Gas way

British Gas have a web page devoted to ‘energy reviews’.  It ‘showcases’ feedback from customers and summarises how customers rate the operator’s service.   More and more companies are doing this – for a couple of reasons.  First of all they have the data anyway, so if customer feedback is reasonably good, it might as well be publicised.  Secondly, other organisations and interest groups (such as Which?, comparison websites, unofficial Facebook pages) are publishing data or reviews on their performance, so operators want to ensure they also have a voice.

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This entry was posted in Chap 09 Quality, Sector: Energy & Utilities and tagged , . Bookmark the permalink.

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