Britain’s domestic energy market is in crisis. With soaring wholesale gas prices, many consumers face the prospect of significant increases in their energy bills and,
on writing, 6 energy firms have gone out of business this month and dozens more are on the brink of collapse.

56 Degree Insight have just completed a study for one of the larger energy companies to obtain detailed feedback from consumers who have recently gone through the process of being assigned to a new supplier when their current company goes bust – a process managed by the regulator Ofgen which is known as “supplier of last resort”.

Our research used a mix of methods with a survey of several hundred customers using an online survey method followed by programme of qualitative ‘Zoom’ interviews with consumers. We explored all of the areas which concern customers when their supplier fails - from worries about continuity of supply to price increases and loosing credit accrued, to the best ways to keep customers informed during this difficult time. We hope that our recommendations will help our client to make this process as painless as possible as the sector continues to react to the current crisis.

If you’d like to find out more about our experience working in the energy and utilities sector or how we can help your business to improve customer experience please get in touch.