Getting better all the time – given top marks by Which?

Posted on 18th January 2018 by Alex Heys

Delivering fantastic customer service is right at the heart of Flow.  But it’s easy to say you deliver fantastic customer service. It’s much harder to get someone else to say it about you. That’s why we were so happy to be placed 2nd out of 31 home energy suppliers in the recent annual Which? energy customer satisfaction survey. Which?, the most trusted voice on product and service reviews, the genuine consumer champion, rate each energy company every year in a range of areas, including customer service quality, policies, bill clarity and value for money. In all these three areas we scored five stars. We improved our position in the survey from 4th to 2nd this year, which reflects our investment into customer service in 2017. Obviously, in 2018 we’ll be aiming for 1st place! The customer service improvements we’ve made in 2017 include:

  • More staff on the phones, meaning we’ve answered all calls in less than 30 seconds on average
  • More staff behind the scenes, meaning we deal with any issues more quickly
  • A new customer portal, allowing all customers to more effectively manage their account online
  • Clearer bills and statements
  • Better systems and processes
We’ll be working hard in 208 to continue to improve so that you believe we’re an energy company so good you’ll never need to find another one.

Alex Heys Author: Alex Heys Google+
Head of Marketing and Communications at Flow: A true believer in the power of words and the importance of the experience.


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