Energy regulator Ofgem has published the latest results of its annual Energy Consumer Satisfaction survey. For the first time it names the best and worst suppliers, as perceived by home consumers.
On average around 69% of billpayers say they are happy with their provider. Significantly higher than that average is Octopus, scoring 84%. Suppliers with lower satisfaction results were EDF Energy, on 61%, OVO Energy on 61%. and Scottish Power on 62%.
A pool of more than 3,700 home energy users were asked last September to rate their supplier first for overall satisfaction, and then for its customer service delivered. The regulator commissioned the research in collaboration with Citizens Advice.
For customer service, suppliers scored on average 62%. Octopus again beat that industry benchmark, achieving 76% for its service.
Again EDF, on 54%, Scottish Power on 55%, and OVO on 57%, all came up short, serving their customers worse than rivals.
Top reasons given by customers unhappy with levels of service they received were
- not being able to contact their supplier at the time they needed (37%),
- not feeling they were being listened to (34%) and
- length of time it took to resolve their query (34%)
Overall satisfaction with customer service as reported by real users fell, the regulator notes, from 66% at the end of 2022 to 62% in the latest research.
Ofgem says it will continue to publish its supplier-specific data as part of its commitment to improve transparency in helping customers make more informed decisions on supplier choice.
In December the regulator announced new rules designed to improve customer service standards, including requirements for suppliers to be easier to contact and provide proactive support for vulnerable customers, and people struggling to pay their bills.
Under these rules, energy companies are already required to prominently display their Citizens Advice Star Rating for customer service satisfaction.
Tim Jarvis, Ofgem’s director general of retail, commented: “Transparency is crucial to allow energy users to make informed choices, and we are determined to give customers the information they need so they can choose a supplier that works for them.
“We have already seen improvement to fix issues we identified in our deep-dive review of customer service in 2022.
“This latest data is a reminder that there is still work to be done, and publishing company-specific data adds another incentive for suppliers to keep pace with their rivals – or risk losing customers.”
Early last year the regulator’s Market Compliance Review into customer service raised severe or moderate weaknesses at twelve energy retailers. It says suppliers have listened, with all making noticeable improvements.
