We want to hear from you: Let’s talk about your last customer support experience
Hi everyone,
We are kicking off a new piece of open community research, and this time, we’re looking at how you get in touch when you need help.
Why we want to hear from you
Whether you prefer picking up the phone, hopping on a webchat, or firing off an email, getting support should be straightforward. We want to know exactly what that experience is like for you today.
No matter who supplies your energy, we want to hear about your most recent customer support experience. Was the webchat a breeze? Was the phone queue a nightmare? Did your email get lost in the void?
We’re looking to understand the good, the bad, and the ugly of energy customer service. What do you absolutely love when you contact a supplier, and what are the pain points that drive you crazy?
Questions to get you thinking
To help get the conversation started, here are a few things we'd love to know:
The Positives: When you last contacted OVO (or your current supplier) via call, chat, or email, did an advisor go above and beyond to solve your issue in a single interaction? What specific actions—like clear explanations, active listening, seamless bot-to-human chat transfers, or quick email follow-ups—made it a great experience?
The Friction: Did your query need more than one reply, call, or transfer? If so, did the advisor take responsibility for your issue from start to finish? Did you get accurate information, or did you have to explain your situation again to different people?
An exclusive invite for OVO customers
A quick note for our OVO customers:
We’ll be keeping a close eye on the replies in this thread! We intend to invite a handful of current OVO customers who share their feedback below into an exclusive, invite-only Private Research & Feedback Group to learn a little more. If you're invited you’ll be in the running to win some exciting prizes as a thank you for your time.
Want to add more?
Drop your customer support stories and feedback in the comments below—we can't wait to read them!
And, for everyone who engages in our Research Group survey and threads, you’ll receive a nice shiny new community badge for your efforts: Insight Innovator!
Thanks for being a part of our community and sharing your feedback with us,
The OVO Forum team
