uSwitch gas & electricity news October 2007
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31st October 2007: uSwitch.com publishes its latest energy supplier customer satisfaction ratings
uSwitch's latest independent customer satisfaction survey reveals Scottish and Southern Energy
continues to deliver the best service in Britain satisfying 75% of their customers with their service.
In contrast, energy behemoth British Gas retained its position as the worst of the UK's six major energy suppliers
for the third survey in a row, with an overall customer satisfaction rating of 64%.
The YouGov survey, based on responses from over 7,700 energy customers in the UK, also showed that
E.ON, which was ranked last in March 2006 with 49% satisfaction, stormed up the charts to reach second
place with 67% customer satisfaction.
Overall the figures show service levels among the major energy suppliers are up with 66% of consumers
satisfied with their service, compared with 60% six months ago and 52% a year ago.
Overall satisfaction ratings for the big six
| Scottish and Southern Energy | 1st | 74.6% |
| E.ON | 2nd | 67.1% |
| ScottishPower | 3rd | 66.9% |
| EDF Energy | 4th | 63.9% |
| npower | 5th | 63.7% |
| British Gas | 6th | 63.6% |
Winners and losers
The table below shows details of best and worst suppliers across a range of services.
| | Best supplier | Score | Worst supplier | Score |
|---|
| Overall satisfaction | Scottish and Southern Energy | 74.6% | British Gas | 63.6% |
| Value for money | Scottish and Southern Energy | 65.2% | EDF Energy | 52.8% |
| Customer services | Scottish and Southern Energy | 60.6% | npower | 47.3% |
| Online services | ScottishPower | 44.4% | npower | 25.1% |
| Incentives and rewards | EDF Energy | 46.5% | ScottishPower | 20.3% |
| Attitude towards environment | Scottish and Southern Energy | 31.6% | npower | 25.0% |
| Switching process | Scottish and Southern Energy | 78.7% | British Gas | 64.8% |
Commenting on the surveys findings, Ann Robinson uSwitch.com’s Consumer Policy Director said,:
"Poor customer service has plagued the energy industry for years, but consumers have successfully forced the
issue with suppliers by making it clear that they won't pay first rate money for a second rate service.
As a result, consumer concerns seem to be getting more air time in suppliers' boardrooms and service levels are
finally heading in the right direction."
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