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EWON Insights Jan-Mar 2022
- Table 3 Insights Jan-Mar 2022
Table 3 Insights Jan-Mar 2022
Insights January to March 2022
Table 3 – Top 10 issues, complaints received January to March 2022, including the previous four quarters
Primary issue | Secondary issue > tertiary issue | Jan-Mar 2022 | Jul-Sep 2021 | Oct-Dec 2021 | Jan-Mar 2021 | Apr-Jun 2021 |
---|---|---|---|---|---|---|
Billing | High > disputed | 1,122 (19.6%) | 1,403 (19.6%) | 1,565 (23.4%) | 1,204 (16.2%) | 1,130 (15.7%) |
Customer service | Poor service | 545 (9.5%) | 680 (9.5%) | 663 (9.9%) | 698 (9.4%) | 644 (8.9%) |
Billing | Estimation > meter access / not read | 370 (6.5%) | 382 (5.3%) | 450 (6.7%) | 340 (4.6%) | 308 (4.3%) |
Customer service | Failure to respond | 317 (5.5%) | 320 (4.5%) | 358 (5.4%) | 347 (4.7%) | 296 (4.1%) |
Billing | Backbill | 174 (3.0%) | 149 (2.1%) | 152 (2.3%) | 165 (2.2%) | 157 (2.2%) |
Credit | Payment difficulties > current / arrears | 165 (2.9%) | 258 (3.6%) | 218 (3.3%) | 190 (2.6%) | 250 (3.5%) |
Billing | Account closing > error* | 145 (2.5%) | 139 (1.9%) | 118 (1.8%) | - | - |
Billing | Error > other | 143 (2.5%) | 167 (2.3%) | 145 (2.2%) | 165 (2.2%) | 179 (2.5%) |
Billing | Account opening > error* | 132 (2.3%) | 96 (1.3%) | 90 (1.3%) | - | - |
Credit | Collection > debt collector | 88 (1.2%) | 101 (1.5%) | 140 (1.9%) | 134 (1.9%) |
*New issue 1 July 2021
Note: The total number of issues recorded will be greater than the number of complaints received.
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