Exploring customer satisfaction in Great Britain's retail energy sector Part I: The comparative use of Trustpilot online reviews in four sectors

Stephen Littlechild

Utilities Policy, 2021, vol. 73, issue C

Abstract: Online consumer reviews are now widely used and influential. Trustpilot is a relatively new but rapidly growing consumer review and rating website where companies can be active in inviting and responding to reviews. It is most used by retail energy suppliers and mobile phone providers and their customers and least used by supermarkets and banks. Company usage increased from 2019 to 2020, especially in mobiles. Large incumbent companies made least use of Trustpilot. Companies advising customers on energy suppliers are active users and score highly. Charitable and regulatory bodies are little reviewed, are inactive users and have very low scores.

Keywords: Online reviews; Customer feedback; Trustpilot (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:s0957178721001326

DOI: 10.1016/j.jup.2021.101298

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