We’ve published the results of our annual energy satisfaction survey – once again finding that the Big Six energy suppliers aren’t up to scratch. So, is your energy supplier one of the best or one of the worst?
In our latest energy company satisfaction survey we asked 8,902 people about their experiences with their energy suppliers. And once again we’ve found that the smaller energy companies are topping the table for customer satisfaction. There’s a distinct gap in customer satisfaction between them and the Big Six (those are Npower, British Gas, Scottish Southern Electric, Eon, EDF Energy, and Scottish Power).
Does size matter?
Overall the average customer score for satisfaction from their energy company was just 53%. But, smaller companies certainly seem to be leading the way.
OVO Energy once again came out on top with an 82% satisfaction score, and were closely followed by Good Energy with 81%.
Nicki told us that her experience with a smaller energy company has been positive:
‘They are always friendly and helpful – unlike my experiences with other suppliers. I haven’t had any problems, I like the app and that they are using more sustainable energy where possible.’
The Big Six companies continue to lag behind the small companies, with none featuring in the top group of our survey. Disappointingly Npower have come last for the sixth year running with a 41% satisfaction rating.
In response to our findings, Npower’s Managing Director, Simon Stacey said:
We’re really disappointed to see these results. We have been focussing our efforts on improving our overall customer service and we are seeing results improve in some key areas as this report shows. For example, complaints have dropped by nearly 70% compared to last year. We recognise we still have a huge amount of work ahead of us to do and we’re absolutely determined to get it completed as fast as we can.
Interestingly, what we found was that almost nine in ten of the people we surveyed remain customers of the Big Six suppliers, and only one in ten having switched energy provider in the past year.
As a customer of larger suppliers, Sandra shared with us her experience with us:
‘I switched in 2014 from Npower to Eon. The process was difficult, and I had to submit meter readings on 4 occasions before the switch went through. Npower was a nightmare – up until the end of July I was still receiving estimated bills.’
We need a fix
In 2015 our research found that household energy bills should be reduced to reflect the lower wholesale energy costs. And then again, last week we saw in the news that wholesale gas and electricity had fallen by nearly a third in a year, yet energy companies have failed to lower bills in response. So far we’ve only seen British Gas cut prices in the last six months, but this was just 5%.
As Sean from Aberdeen put it:
‘Consumers consistently pay a ridiculous amount of money for gas and electricity, allowing energy suppliers to make record breaking profits, yet when there are reductions in the cost of energy production suppliers never pass savings on to consumers.’
With the current cold weather, people paying over the odds for their energy on top of poor customer satisfaction in the Big Six suppliers, we need to fix the broken energy market. If the Competition and Market Authority’s energy market inquiry is to be a success it has to set out proposals that will address the appalling levels of customer service, switching and value for money.
It’s time for these energy companies to up their game and provide the service their customers deserve. If you agree that with us then back our campaign today.
So over to you, what have your experiences been like with your energy supplier?