Originally Posted by Marc
The Citizens Advice overall rating comprises 6 criteria, namely:
1. Complaints to third parties
2. Average call centre wait time
3. Customers who had an accurate bill at least once a year
4. Customers whose bills arrived on time
5. Switches completed within 21 days
6. Customer guarantees
Whilst one can argue that Item 2, the 'average call centre wait time' is not a helpful measure as it discriminates against companies with no call centre, what is more concerning is the zero score for customer complaints, since this is a separate criteria. If they have given you a zero rating on this criteria because you do not have a call centre, then they are guilty of double counting the absence of a call centre?
You should ask CA to justify a zero score Item 1, 'Complaints to third parties' by providing the raw data used for all the energy companies.
Following the links in the image below takes you to a page that reads:
We compare energy suppliers' customer service by looking at data from a number of reliable sources. We publish data about suppliers with more than 25,000 customer accounts.
Data about complaints to third parties
We base our ratings on complaints made to:
Citizens Advice Consumer Service
the Extra Help Unit
the Energy Ombudsman