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Suppliers Performance

The aim of the Energy Switch Guarantee (ESG) is to increase consumer confidence in switching, and to improve the speed and the ease of the switching process. It is in the interests of signatories and consumers alike that the reputation of the ESG is upheld. In order for the ESG to achieve its aims, it is essential that the KPIs underpinning it are consistently met by signatories. Signatories report on their performance every quarter to show that they are compliant with the standards of the Guarantee.

The administrator of the Guarantee measures each supplier against three main KPIs.

These are:

  • KPI 2a: Proportion of valid switches that are completed within the 21 days as specified by the Guarantee. The compliance level for this indicator is 98%.
  • KPI 3a: Proportion of final bills issued within the 6 weeks as specified by the Guarantee. The compliance level for this indicator is 90%.
  • KPI 4a: Proportion of credit refunds issued within the 14 days as specified by the Guarantee. The compliance level for this indicator is 90%.

Below is the overall performance of signatories of the Guarantee for Q3 2020 and Q4 2020. We are happy to see that the overall performance of signatories surpasses the compliance level on all three of the KPIs.

Click here to download the Q4 2020 KPI Data Table

 

 

KPI 2a
Switching Speed ≤ 21 Days

KPI 3a
Final Bills ≤ 6 weeks

KPI 4a
Credit Refunds ≤ 14 days

Overall Signatory
Performance – Q3 2020

99.1% 96.4% 97.8%

Overall Signatory
Performance – Q4 2020

99.3% 96.5% 98.8%
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