A customer experience about British Gas by C Lewis

Kindly shared by C. Lewis

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What happened

Tried contacting British Gas on their 0333 customer service line. Tried 8 times over a period of two weeks. Different days. Different times of day. Every single time I get the electronic foboff voice telling me anticipated wait time is over 30 minutes. Every. Single. Time. No option for them to mark my place in queue and call me back. My time waiting, my time paying to wait. British Gas boast 24/7 customer service on their website. Almost right. it should read '24/7 rubbish customer service'. Pathetic customer service. End result. I bought from one of their competitors.

What I wish had happened

0800 number and answer their phone (in up to 5 minutes) or offer me a placeholding callback.

Where this happened

On the phone

British Gas Customers

Most talked about by British Gas customers

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Low

How this makes British Gas customers feel

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Low

36% Customer Service

Feelings:

Frustrated

Anxious

Furious

Annoyed

Insecure

Disappointed

Let down

Unsatisfied

Disheartened

Saddened

Offended

Sad

18% Financial Loss

Feelings:

Anxious

Frustrated

Disgusted

Let down

Other

Saddened

Disheartened

Furious

14% Discrimination

Feelings:

Annoyed

Frustrated

Other

Disappointed

Let down

Disgusted

Anxious

9% Communication

Feelings:

Frustrated

Anxious

Furious

Sad

Offended

9% Other

Feelings:

Anxious

Other

Let down

Disgusted

Furious

Frustrated

5% Quality of product

Feelings:

Frustrated

Sad

Offended

5% Inconvenienced

Feelings:

Frustrated

Furious

Anxious

5% Delay

Feelings:

Saddened

Frustrated

Disheartened

Utilities Customers

Most talked about by Utilities customers

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Low

How this makes Utilities customers feel

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Low

30% Customer Service

Feelings:

Frustrated

Annoyed

Anxious

Furious

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss

Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication

Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced

Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination

Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other

Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay

Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded

Feelings:

Happy

Delighted

Pleased

4% Fraud

Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness

Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery

Feelings:

Pleased

Happy

Delighted

2% Service

Feelings:

Pleased

Happy

Delighted

2% Quality of product

Feelings:

Offended

Sad

Frustrated

Most positive experiences about Utilities companies

High

Low

Least positive experiences about Utilities companies

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Low

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