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Gordon Young
Editor-in-chief at The Drum

British Gas on #askBG Twitter Q&A: it’s important we’re there for customers to talk to and it was the right thing to do

British Gas has said that holding a Twitter question and answer session with customer service director Bert Pijls was ‘the right thing to do’, adding that the #askBG session was held because of the 9.2 per cent price hike announced today, not despite of it.

BG customer service director Bert Pijls

Several suggestions were made that choosing to do a Q&A on the day of such an announcement was ‘bad timing’, but British Gas has said that this was a planned activity around the announcement, and something the company has done before.

A company spokesperson told The Drum: “Our announcement today is difficult news for customers. We didn’t make this decision lightly. We know people are worried about rising energy prices and they want to talk about this – including on twitter – and it’s important we’re there for them to talk to.

“That’s why we offered a Q&A session with our customer services director. It was the right thing to do because we are committed to being open and transparent with our customers at all times. We also want to make clear rising prices don’t have to mean rising bills and there is help available.”

Over 11,000 tweets were sent with the #askBG hashtag.

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