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Our "swear jar" - keeping our wait time promise

We won’t be happy until we’re giving the best service that the world has ever seen. So we’re putting our money where our mouth is.

Update: This blog post is now out of date. From 13 March 2020, we’ve paused automatic compensation to members who experience poor service. We're delivering speedy service to our members who need us, and the coronavirus outbreak requires us to prioritise funding for those who may need financial support.

We won’t be happy until we’re giving the best service that the world has ever seen. This is a big goal, and we think big goals are important. One part of this is that we aim to always pick up the phone in under 10 seconds and reply to emails within an hour. To help us stick to this, we’re putting our money where our mouth is.

Our promise

As a small step towards this goal, we promise we’ll automatically add £10 to a member’s account whenever they have to wait longer than 5 minutes for us to pick up the phone or 5 working days for a response to an email. UPDATE: We changed this to £5 from October 2019.

This way, providing excellent service is not only the right decision for our members, but also the right financial decision for Bulb too. We’re putting our money where our mouth is. And it means we apologise in a meaningful way if we ever forget this. 

Here are our target response times and when we’ll automatically give compensation for long wait times.

Why are we doing this?

We’re making this promise because recently we fell short of our service goals. Earlier this year, our average phone wait times increased to over 5 minutes and we took over a week to reply to some emails. To prevent this happening in the future, we trained more Energy Specialists to provide member support and built even better self-service tools in the Bulb Account. You can read more about the new features here.

But we wanted to go beyond fixing the immediate problems. We wanted to put something in place that would hold us to account in the future. So, we’ve made this promise. And we’ve already stuck to our word - we’ve credited members who experienced poor service recently with £10. And we’ve emailed them all to let them know we’re sorry. From now on, we’ll do this whenever we fall short. Which should help us not to.