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.