Retail Supplier Reports 50% Decline in Complaints

Centrica said in reporting earnings (see yesterday's story) that its North American Home energy supply business saw a 47% decline in complaints, as reported by various regulatory bodies, in 2016 versus 2015.

Centrica's North American Home energy supply complaints in 2016 were 109 per 100,000 customers, down from 206 per 100,000 customers in 2015

"Excellent customer service is a core requisite for retaining and winning new residential customers. During the year we made good progress, implementing user interface enhancements for our customer care agents, providing additional training for both customer care and sales agents and introducing new service channels including social media and online chat. This contributed to a 47% reduction in energy supply complaints while Brand NPS [Net Promoter Score] over the year was +32," Centrica said of the North American home business