Utilities Policy, Volume 73, December 2021, contains a Special Issue on the Liittlechild Trilogy. These are three articles by Stephen Littlechild on the theme of Exploring customer satisfaction in the GB retail energy sector. The first two describe the use of the Trustpilot customer review site, particularly by GB energy suppliers, and the third calculates an Overall Customer Satisfaction score for such suppliers, of which the Trustpilot rating is one of four components. The Trilogy also has a Foreword by Professor Bruce Mountain of Victoria University, Melbourne, Australia (in progress).
Note: The links to the whole articles seem to work via Internet Explorer but not always via Google Chrome or any other browser.
Free access to the whole article is available till December 12, 2021
Free access to the whole article is available till November 27, 2021
Free access to the whole article is available till December 18, 2021