Ofgem Energy Ombudsman Research, report by Harris Interactive

Publication date
30th June 2010
Information types
Policy areas

This research was published alongside the Energy Ombudsman Review in June 2010. The overall objective of the research was to provide quantitative feedback on customer satisfaction with the Energy Ombudsman and their handling of contact from customers.

In particular the research sought to:

  • Assess customers’ understanding of the role of the Ombudsman during the process of their contact, i.e. acknowledging and recording contact, explanation of next steps, ability to progress their case, etc.
  • Measure satisfaction with the different stages of contact
  • Quantify overall satisfaction with the experience of contacting the Ombudsman and satisfaction with the resolution/outcome