Supplier Ratings
In 2006 Verivox introduced a new product to further aid customers in their choice of supplier: the supplier service rating. Good customer service is an essential feature for a supplier serious about acquiring new customers, and this objective and impartial survey gives customers an overview of how their chosen supplier performs in this respect. We are also able to advise suppliers on optimising customer service and tariff structure to improve their results in the survey.
The rating scheme comes in two parts. The first is an examination of the quality of telephone and internet-based customer service. The second is an examination of the tariffs on offer and their contractual implications. The overall results are indicated on a scale of one to five lightbulbs. As well as enriching the customer comparison process, the supplier ratings can also have positive implications for our partner suppliers. eprimo, an RWE brand, even uses the Verivox supplier rating in its marketing material.
The central aspect of the service rating is a series of mystery calls to the supplier’s call centre. Accuracy of advice and depth of knowledge are evaluated, as well as the availability, reliability and cost of the service. We also evaluate the supplier’s web presence, examining whether it is possible to compare the supplier’s tariffs online, enter a contract online and/or administer one’s energy account online. The more user-friendly and intuitively navigable a site is, the higher the rating. We also rate the information content of a website, looking at advice on energy efficiency, installing micro-generation (e.g. solar roof panels) and customer billing.
We evaluate the terms and conditions of a supplier’s energy contracts, examining how customer-friendly they are. Ideally, therefore, a contract has a short initial duration and no cancellation fee, whilst guaranteeing that the prices in the contract remain constant for a certain period of time. This is also rated on a scale from one to five. We summarise the terms and conditions in a table, enabling the consumer to view information at a glance.
The study was first conducted in July 2006 for the 100 largest electricity suppliers in Germany, and updated in July 2007. We are now expanding our coverage to include gas suppliers and a greatly extended number of power suppliers.
As well as appearing on the website, the study is published in aggregate form as a report in July of each year. It is currently only available in German.
