Do you research online before buying from a new company? You’re not alone - more than 93% of consumers read online reviews before buying from an unfamiliar company.
Business energy is no different – choosing the wrong supplier can have a damaging impact on a small business’s bottom line and effective operation, so it’s no surprise that each month our Trustpilot profile receives almost 1000 views from potential (or current) customers checking our reputation.
As we work towards becoming the UK’s most trusted energy supplier, it’s essential that we have a strong profile on Trustpilot - the UK’s leading company review site. It’s highly visible, usually appearing within the top five results. A quick Google search for ’Total Gas & Power’ shows our current rating just under our main website listing.
3.3 is the magic number
This same survey discovered that 3.3 is the minimum star rating of a business that customers would consider engaging with, so our 4* ‘Great’ rating is a fantastic testament to the hard work we’ve put into customer servicing. It also puts us ahead of many other business energy suppliers…!
The journey towards ‘Excellent’…
While our ‘Great’ rating is certainly worth shouting about (as we are on our main website and through other marketing channels), reaching 5* will show that we truly are the UK’s most trusted energy supplier. And we’re not far off.
To help us get there, we’re asking customers to leave feedback after key interactions, such as at the point of renewal or when we’ve successfully resolved a complaint.
We’re responding to all reviews – the good, the bad and the mixed – as it offers a powerful platform to demonstrate that we listen to and are engaged with our customers. We’re honest when we could have done better, and thankful to everyone who has taken the time to share their experience. For those with complaints, we reply both privately and publicly to ensure we get any issues resolved quickly.
No company can afford to ignore Trustpilot. It’s not always pretty, but engaging with customers through it gives us more control over our all-important online reputation – while helping us connect with new consumers, keep current ones and build lasting brand affinity, loyalty, and trust.
