Gas deregulation has some fans

The Electricity Association commissions independent surveys to monitor satisfaction levels among gas consumers who have switched their gas supplier, and our research has quite the opposite message to that contained in your article (MW August 21).

Our latest survey on customer satisfaction with the new independent gas suppliers, which was carried out some 12 months after the start of the Phase 1 Gas Trial, shows that almost 85 per cent of domestic gas customers who have switched to the new independents have found that the savings they have achieved on their gas bills have either met with or exceeded their expectations.

And the new independent with the best individual score was Eastern Natural Gas with a 90 per cent satisfaction rate.

When customers in the trial were asked about their overall satisfaction with their new supplier, Eastern Natural Gas scored a remarkable 95 per cent “very/fairly satisfied”, and Calortax 94 per cent. These figures clearly show that the vast majority of gas customers who have changed their supplier are reaping the benefits of competition.

Indeed, an overwhelming 90 per cent of the domestic gas customers who have switched to an independent say they would “recommend their new supplier to their friends and family”.

Chris Rix

Market research manager

Electricity Association

London SW1

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