The call handler receives a full 5 stars from me, and I was going to leave a full 5 star review when I received the email from Scottish Power asking me to rate the call handler today,however......
SP then changed the parameters when it led through to trustpilot, asking me to rate SP as a whole, sneaky,so am giving them 3 stars overall as follows:
5 stars for the call handler today, who finally told me that I don't need a new smart meter.
0 stars for their engineer who told me I needed a new smart meter.
-2 stars for all the online web chats and having to reapply every 6 months and sitting on a never ending waiting list for over a year, which the app gives you no visibility of, leaving me chasing Scottish power, emailing them, calling them , and on a Friday afternoon forget it, I called last Friday , with a friend as witness, 20 times, each time on hold for exactly 1 minute and 6 seconds before getting cut off, it is the same every Friday, either they have zero staff and no answering machine, or the staff can't be bothered to actually answer any calls, but the customer service on a Friday is beyond awful.
Today, I got through to someone who within seconds accessed my account, saw exactly what smart meter I have ( apparently there are only 2 kinds) confirmed it is working fine and that there is no newer model, that what I had been told by the engineer from SP was rubbish, that what I had been told ( apply again on the app) was pointless, that what I had been told by previous call handlers ( that they can't see the status of my request but to go back to the app) was nonsense.
Obviously he didn't say rubbish and nonsense, he said incorrect, but still, overall experience shocking.
Today's experience, much better, until they asked for feedback for the call handler by email which I was happy to do, and as soon as I clicked the 5 stars it took me to trustpilot and was lead to leaving feedback for SP as a whole, very sneaky and underhanded.

Overall experience with SP,
electricity supplied, yes,
customer service on the whole a big no,
customer service today good.