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Exploring customer satisfaction in Great Britain's retail energy sector part II: The increasing use of Trustpilot online reviews

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  • Littlechild, Stephen

Abstract

GB retail energy suppliers significantly increased their use of Trustpilot from 2019 to 2020. Company executives explain how inviting reviews enabled them to improve customer service as well as increase TrustScore ratings. Some new entrants were particularly innovative. All but one of the large former incumbent suppliers then began to invite reviews and increased their TrustScores. TrustScores of suppliers exiting the market have increased in recent years, suggesting that customer dissatisfaction with suppliers was not the reason for their exit.

Suggested Citation

  • Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part II: The increasing use of Trustpilot online reviews," Utilities Policy, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:juipol:v:73:y:2021:i:c:s0957178721001314
    DOI: 10.1016/j.jup.2021.101297
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    References listed on IDEAS

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    1. Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part III: A proposed Overall Customer Satisfaction score," Utilities Policy, Elsevier, vol. 73(C).
    2. Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector Part I: The comparative use of Trustpilot online reviews in four sectors," Utilities Policy, Elsevier, vol. 73(C).
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    Cited by:

    1. Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector part III: A proposed Overall Customer Satisfaction score," Utilities Policy, Elsevier, vol. 73(C).
    2. Diogo Lima & Ricardo F. Ramos & Pedro Miguel Oliveira, 2024. "Customer satisfaction in the pet food subscription-based online services," Electronic Commerce Research, Springer, vol. 24(2), pages 745-769, June.
    3. Littlechild, Stephen, 2021. "Exploring customer satisfaction in Great Britain's retail energy sector Part I: The comparative use of Trustpilot online reviews in four sectors," Utilities Policy, Elsevier, vol. 73(C).
    4. Dash, Raj & Bhattacharjee, Biplab, 2024. "Consumer uptake of energy-efficient appliances in India's online marketplace: An electronic word-of-mouth (eWOM) process model," Utilities Policy, Elsevier, vol. 88(C).

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    More about this item

    Keywords

    Online reviews; Trustpilot; Retail energy market;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • L94 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Electric Utilities

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