They called us 12 times over the course of September and October and found we picked up on average in 27 seconds. That’s 14 seconds faster than the next fastest supplier. And, the difference between us and the slowest supplier (not naming any names) is a whopping 13 minutes. You can see how all the suppliers did here.
Whilst we’re proud of the accolade, 27 seconds sounds a little sluggish to us. We aim to pick up the phone in under 10 seconds. In the time Which? were investigating, we picked up 65% of calls within 10 seconds. And this month, we've managed 77% so far!
We watch this number very carefully. It's a good measure of how well we are serving our members. And at Bulb, it's important our members come first. It's why we're among a small group of suppliers who pick up calls from our members as quickly as calls from prospective customers.
We’re here to make the energy industry work better for consumers. It's great to know we're on the right track.