A customer experience about British Gas

Status: Approved

#CustomerService #Communication #Qualityofproduct  Frustrated Sad Offended 

Kindly shared by C. Lewis

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

High
Low

How this makes British Gas customers feel

High
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

High
Low

How this makes Utilities customers feel

High
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
  1. British Gas
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  3. Severn Trent Water
  4. SMS PLC

Least positive experiences about Utilities companies

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Low
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