Hello, I just wanted to let you know that the customer service I have received from Ecotricity over the last two years has been ace! Every time I call you answer straight away, don't ask a million strange security questions, and all of your advisers know exactly what they're talking about and are friendly and human. You have always managed to do what I wanted without any fuss whatsoever, and when you say you're going to send me something, it actually arrives on my doormat. I worked in telephone customer service myself for a year and I know it is a tough job - I certainly didn't manage to be as calm and helpful as your guys, who are an absolute credit to you. I also know that every decision made in a company ends up affecting advisers and customers, so the fact that everything is so straight forward must suggest you have very fair and competent people at every level of your company, who understand how their decisions work on the ground and care about making life simple for customers (and jobs do-able for advisers). You must have made choices that cost your company money in order to maintain this, which is increasingly rare. So thanks very much - you could easily be crap like most of the other utility companies I have to deal with. I am delighted that you're not. Needless to say, I am also thrilled that you have started selling renewable gas! I have just moved to a flat with no gas supply, but otherwise I would be one of your first customers. I will be sure to tell my friends about it. Ecotricity seems to actually be about more than greenwash - a rare find.
LB, Manchester (July, 2010)

I am a new electricity and gas customer. Never before have I been excited to have my gas and electricity supplied. It feels so good to have Ecotricity accounts and starting to change our world. You're like the Innocent Smoothies of electricty companies shaking up the market! Just don't sell out to Coca Cola please!
CR, Bristol (June, 2010)

Just like to pass on some good feedback. I've just called your customer helpline, and I'm very impressed. It is so refreshing to talk to people that are actually friendly and helpfull. Its not just the greenness of your electricity that matters but your whole approach - leagues above the supposed 'big 6'.
IG, Nottingham (April, 2010)

Great service from a friendly and efficient adviser called Kelly! You live up to the claims on your website :-)
AM, Marlborough (April, 2010)

I was having a little trouble understanding my bill and how the whole system worked, as I am new to direct debit and have never paid my own bills directly, so I called into your customer helpline. I asked what seemed to me to be an endless stream of silly questions, but your agent was incredibly patient and understanding and I came away from the call feeling confident and assured of my knowledge and choice of your company. My only regret is that I didn't ask the agent's name again so I could thank her and tell you how much she helped me!
MK, Bristol (April, 2010)

I love ecotricity bills! I can actually understand them, they help me to save energy (because the little graphs spur me on and help me understand my energy consumption) and they are really low! Plus all the time i know that some of my money is going into more sustainable sources of energy for the future. People always ask if my bills are a lot more with an eco-supplier. At less than £20 a month for a 90s centrally heated semi with no gas, and my love for appliances, I think that's pretty good! I love the fact that the customer service is always top notch. A rarity these days!
CD, Grimsby (April, 2010)

I must say how impressed I am with the Ecotricity ethos. I have just received a letter saying my direct debit payments are being reduced because I am not using as much electricity as estimated. This is the antithesis of my previous dealings with EON. I would have to chase them to see where my account stood and claim back the £300-400 balance that had accrued in my account and then negotiate to get the direct debit sums reduced. I also had to argue when they decided to increase my direct debit by 50% due to the rise in energy prices! A breath of fresh air to have you guys telling me that the DD needs to be reduced.
KL, London (March, 2010)

My husband and I switched to Ecotricity approximately 6 months ago, for many reasons, with the health of the planet being the main one. We are not well-off financially and therefore the cost matching incentive was also an important factor. We paid our most recent electricity bill, only to receive a revised bill in the post a few days later highlighting that we'd been over-charged approximately £83. I rang customer services and was told the surplus amount would be credited to our account. However, I preferred to have the amount as a refund (via cheque). The customer services agent was accommodating and said we would receive a cheque reimbursement within 10 working days. Seven working days after my telephone enquiry with Ecotricity, the cheque has promptly arrived in the post. My dealings with Ecotricity, especially compared with other services providers, has been friendly, easy and efficient. This is the first time in recent memory that we haven't had to chase a company by email, phone etc., to receive what is justly ours. I hope you are able to continue giving this level of professionalism and customer service as your business grows (and I have no doubt that your customer base will be on the rise). We are happy we switched and thank you again for your exemplary customer service.
NL, Corsham  (March 2010)

On a personal note I am incredibly impressed with the level of customer service I have received on the few occasions (3 in total I think!) I have had to call your contact centres.
KS, Newcastle-Upon-Tyne  (March 2010)

Not only do I fully support your ideals, your customer service, I believe, is not only the best within the energy sector but the best compared with any company I have ever dealt with. Also, during such testing times on the global economy, I am really impressed with how stable and fair your prices are!
MH, King's Lynn  (December 2008)

It’s nice to deal with a company who really do care about customer service and have a friendly interface rather than the bigger nationals who you just know don’t give a damn!
RB, Stonehouse  (December 2008)

Whenever I phone you I never have to wait long for my call to be answered and the person who answers is always polite, down to earth, helpful and informed. Wish more companies would take a leaf out of your book! I happily recommend Ecotricity to friends and family.
LH, Fakenham  (December 2008)

I just wanted to drop you a quick line to say how helpful and professional your members of staff have been. My transfer to Ecotricity was dealt with poise and professionalism beyond my expectations.
JR, Kingston-upon-Thames  (January 2009)
 

All the companies are on the green bandwagon now, it gets hard to make an informed decision. I particularly like the breakdown of energy used shown on our bill statement so we can see if our use is going up or down.
PL, Lyme Regis  (December 2008)

One of the great things about Ecotricity is that we feel we are getting a personal service from people who want to help.
AI, Southhampton  (October 2008)

I have to say you are the most helpful electricity company we have dealt with.
JS, Tring  (November 2009)

Just thought I'd let you know that I had amazing customer service from Shirley today and yesterday. Your system had picked up a problem with our meter readings and she sorted it out. The things that most impressed me were her clear explanations, her cheerfulness and the fact that she stayed on top of the matter over 24 hrs - calling us a couple of times and knowing exactly who I was the minute I called.
GT, Stroud  (November 2009)

I would just like to say how pleased I was with your service today. I spoke to Kelly in the Credit Team and she was able to asist me with a payment plan and was very efficient and polite. i have had bad experiences in the past but for my first experience with Ecotricity I'm a very happy customer!
CM, Coventry (October 2009)

Many thanks for a brilliant service and hope you continue to open up lots more turbine parks in the future
RF, Swaffham (October 2009)

I am just e mailing you to say thanks for the information that you sent me regarding the billing for my account. I really appreciate the work that you put in and the fact that you called to explain what you were doing with the account. The letter clearly details the information in a way in which a simple bill never could and lets me know how the bill was arrived at. As you've done such a great job with this i hope it's ok if i contact you directly in future with any problems i have with my account, as it's nice to know there's someone able to sort out any queries in the way you have.
SB, Stoke-on-Trent (September 2009)

Thanks for your help on this - it is reassuring that Ecotricity are proactive in this way when I'm sure other companies would have simply slapped a big demand for cash on us!
AF, Keighley (September 2009)

I received a letter from you yesterday with my latest bill and I was very surprised to find out that you are reducing my monthly direct debit bill from £42 to £16. You are the first utility company I have ever experienced to take my actual usage into account and I thank you for this. Most companies are usually more than happy to continue to take extra from their customers. I am so glad I switched to ecotricity, I have been extemely happy with the service you provide.
PS, London (September 2009)

I just wanted to say that my partner and I have been your customers for a couple of years and have found all our dealings with your company an absolute delight - your customer-facing staff are polite, efficient, helpful and moreover, clearly educated and intelligent people, which has made the few calls that we've had to make to Ecotricity over the past months a pleasure.
JM, Colchester (June 2009)

It's nice to be dealing with a company that takes customer service seriously. In the limited time we have been your customers I have been impressed with the response we receive when we contact you. I am a contact centre manager and am frequently embarrassed by my industry whenever I call other companies, but you and your colleagues have got exactly the right balance of caring about the customer and professionally doing your job. I particularly like the "yes we can sort it out" approach you take rather than the usual "we don't do it like that" which I hear from most companies. Thanks for your help and please pass on to your colleagues that you are doing a great job ...... and please can you start supplying water, gas, council services etc!!
MJ, Pudsey (March 2009)

I have just had my first bill from yourselves, and as i have elected to pay quarterly, i thought this would be a good opportunity to test your 'customer service' when paying. Needless to say that i am so impressed that i have decided to change my 'other' electric supply to you as well.
KH, King's Lynn (March 2009)