With four stars and a rating of 'Great', Insite Energy is now the top-rated metering & billing provider for heat networks on consumer review website Trustpilot. Thanks to their recent investments in customer service, they have raced up the rankings outperforming every other billing provider, as well as most of the Big Six energy companies.

Table 1: With an average Trustpilot rating of four-stars, Insite Energy receives better reviews than Switch 2, SW Energy, and Evinox Energy (source: Trustpilot, March 2020).

*83.1% of Insite Energy’s reviews have been five-star ones in the past 28 days

"With more regulatory scrutiny of heat networks than ever before, it's never been more important for energy and service providers to introduce greater levels of transparency and encourage positive consumer engagement," said Gareth Copland, Insite Energy's Client Services Director.

"We're leading from the front, with service quality that is a long way ahead of all other heat network metering and billing providers."

Quality of service and transparency are particularly important for heat network users, who have historically suffered from a lack of information about energy usage and pricing, as well as long contract periods with no option to switch providers. For these reasons, the Competition & Markets Authority (CMA) has for some time been calling for increased regulation of heat networks. Insite Energy welcomes these developments, which will help to build consumer confidence in heat networks.

Insite’s recent investments in customer service and information systems include a new customer contact centre, an online self-service platform, and new back-office technology to improve service efficiency. The combined impact of these measures has resulted in a dramatic improvement in quality of service.

"Our Trustpilot score is a reflection of how delighted our customers are with our service these days," continued Copland.

"People don't tend to leave a review unless they are particularly struck by the service they've received – good or bad. It's very gratifying to see how many customers feel moved to comment on the excellent service they've experienced, and how few negative comments there are. If you looked at the statistics for the past six months only, our rating would be more like 4.5-5 stars. We’ve made a concerted effort to improve our customer service, from the ground up. We have an excellent team in place now, and that has helped us to achieve this Great rating in a very short time."

Insite Energy aims to keep building on all this good work to continue to bolster customer confidence in heat networks.