How do we calculate the MSE Customer Service rating?
- Twice a year, users rate their current energy supplier’s customer service – as ‘great’, ‘OK’ or ‘poor’. To get the MSE Customer Service Rating, we multiply the number of ‘great’ votes a provider gets by 10; we multiply the number of ‘OK’ votes it gets by five; and we don’t give any extra points for the ‘poor’ votes (so multiply by nothing).
- We take the sum of this calculation and divide it by 10, and then by the total number of a provider’s votes to give us a percentage. If the percentage is greater than 75% they’re ‘superb’; if it’s between 40% and 75%, they’re ‘decent’. Any providers which received 50 votes or fewer or have over 40% 'poor' votes are included in the ‘any’ option.