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

Stephen Littlechild

Utilities Policy, 2021, vol. 73, issue C

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.

Keywords: Online reviews; Trustpilot; Retail energy market (search for similar items in EconPapers)
JEL-codes: L15 L84 L94 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:juipol:v:73:y:2021:i:c:s0957178721001314

DOI: 10.1016/j.jup.2021.101297

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