Secrets to happy customers revealed in UK Energy survey


Which? has published the results of their annual UK energy satisfaction survey.

Just one energy company earned their prestigious Which? Recommended Provider Award: Octopus Energy.

Click here for the full results table.

Which? asked 7,429 GB energy customers to rate their energy suppliers’ customer service (both online and over the phone), how they deal with complaints, their value for money, the accuracy and clarity of bills, and whether they feel the company helps them to understand and reduce their energy use.

  • Robin Hood Energy scored below average on their performance assessment, which takes into account customer waiting times and complaints.
  • So Energy missed out as it scored below average in their procedures and practices assessment.
  • Ebico and Tonik Energy scored below average on both of these assessments.

Price is the most important consideration for customers when choosing a new energy supplier, according to their survey, so it’s no surprise that the highest-scoring energy companies are considered good value for money by their customers.

Price isn’t everything though – and being rated good value for money by customers doesn’t mean an energy supplier is the cheapest on the market. Renewable energy firm Ecotricity (in joint eighth position) has one of the priciest tariffs on the market. But its customers rate it good value for money, showing that it keeps them satisfied.

In fact, the survey shows the importance of customer service.

Nearly half (49%) of lowest-ranked energy firm Solarplicity’s customers rated its customer service poor or very poor. Plus a third (34%) said they’d had a problem with its customer service in the last two years.

The survey covers 30 suppliers in Great Britain and all seven in Northern Ireland, capturing the experiences of 8,000 energy customers who express what they really think of the service they receive.

As well as rating the ‘Big Six’ energy suppliers – British Gas, EDF Energy, Eon, Npower, SSE and Scottish Power – they also investigate smaller companies.

Small firm Solarplicity is the worst energy supplier in our 2019 survey, according to its customers. Spark Energy and joint-placed Npower and Scottish Power complete the bottom three positions. Spark Energy was also in the bottom three last year. Since then it has gone bust and been bought by Ovo Energy. So we’ll be keeping an eye out to see if customers’ opinions improve.

For more about customer service and the ranking of the Big 6, click here.

Article courtesy of Which?