11% of users changed electricity supplier in the year of energy crisis


According to domestic panel data published by the National Markets and Competition Commission, 7.2% changed their gas supplier

high voltage tower
High Voltage Tower in Madrid.Javier Martinez

11.1% of electricity company users Changed supplier in 2021The year with the most expensive prices in history in the sector, according to domestic panel data published by the National Markets and Competition Commission (CNMC). The percentage has increased by 50% over the past two years and the growth is also reflected—though much more modest, by 0.3 percentage points compared to 2020—in those who changed their gas supplier: 7.2%.

The CNMC panel confirms that, in any case, already seemed a reality at the end of 2021, when it was revealed that large firms had lost about 300,000 customers during a period of record electricity prices. It was in this year that the maximum price was exceeded not exceeding that of almost two decades – already on 21 July 106.57 euros per megawatt hour – and since then electricity has never seen an upward trend. The accumulation of the record lasted until 2022 – especially after Russia’s invasion of Ukraine – and reached a new milestone on March 8, reaching 544.98 euros.

“In the context of the extraordinarily high prices, users turned to more electricity and gas companies than they did a year ago in an effort to reduce their bills,” CNMC explained in a press release. This is especially appreciated in the case of lighting, although it is true that Percentage increasing from 2019,

Thus, the organization also collects that “savings on contracted energy services bills” was the reason why seven out of 10 customers opted for this change to both electricity and natural gas, while the rest made, precisely, a combined offer. made to contract. In any case, the solution was not always a panacea: of those who did not change companies, 40% persevered because a change of operator would not mean savings.

complex transformation

In any case, the customers who turned to companies the most were in the telecom sector, led by fixed broadband (13.7%, down slightly from 14.2% in 2020). Fixed telephony (12.7%, practically the same as last year’s 12.8%) and mobile telephony (12.3%) appear in second place.

According to the CNMC panel, the changes also increased, increasing the complexity of the process. In general, a very high percentage of users said that it was difficult or too difficult, and this figure increased significantly in the energy sector. In the case of the power company, it went up from 5.3% in 2020 to 11.2% last year. In gas it increased from 8.7% to 13.3%. Fixed broadband (19.3%), fixed telephony (19.2%) and mobile telephony (17.1%) still lead the list.

However, these percentages could change significantly in the coming months, as the Council of Ministers this week approved a bill to regulate customer service. This idea, as given by the Minister of Consumption, Alberto Garzni, is that they have personalized assistance rather than robotized – and that claims are resolved within a maximum period of 15 days (there are currently 30). In addition, Garzon reported, “there should be a guarantee that 95% of calls are answered in less than three minutes.”

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