Customer satisfactions survey 2010

Who won the 2010 uSwitch Energy Awards?

The 2010 uSwitch Energy Customer Satisfaction survey revealed exactly what you think of your energy suppliers.

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Click to view the most recent uSwitch Energy Awards winners of 2013.

2010 was a good year for the big energy suppliers, with the number of people who are satisfied with their energy supplier reaching a record high.

However, even though 2010 was a record high, the satisfaction figures were far from impressive when compared to other industries. Only 58% of people were satisfied with customer service and only 45% were satisfied that their supplier has them on their best deal, according to the latest independent Customer Satisfaction Report from uSwitch.

The big winner was SSE (Scottish and Southern Energy) , who came out on top for the 7th time in a row, coming top in 6 out of 11 categories and with almost eight in ten of their customers (79%) satisfied.

And if there was a big winner, there was a big loser too. npower stays at the bottom of the class for the 3rd year running, but it wasn't all bad news. Despite being rooted to the foot of the table, npower did achieve an 11% improvement in its satisfaction rating, making it the biggest improvement out of any supplier in 2010.

ScottishPower has also made improvements and has shot from 5th to 3rd place after improving its customer satisfaction levels by 10%.

See how your energy supplier performed in our customer satisfaction survey - if you're not with an award-winner, it could be time to switch, and even if you are it's worth running a quick energy comparison to make sure you're on the best deal.

Overall customer satisfaction

1 2 3 5 6 Average
sse78.6% EDF Energy74.8% E.ONScottish Power73.1% British Gas72.8% npower65.5% 73%
 

The main category, overall customer satisfaction tells you which supplier was most approved of by its customers in 2010. SSE came out on top.

Most likely to be recommended

1st 2nd 3rd 4th 6th Average
Supplier and score sse59.4% British Gas54.5% EDF Energy53.3% E.ONScottish Power 51.6% npower42% 52.1%
 

Value for money

1st 2nd 3rd 4th 5th 6th Average
Supplier and score sse63.5% EDF Energy61.5% Scottish Power60.9% E.ON58.3% British Gas57.2% npower53.8% 59.2%
 

Best deal for you

1st 2nd 3rd 4th 5th 6th Average
Supplier and score sse49.6% E.ON47.5% EDF Energy47.2% Scottish Power46.3% British Gas43.7% npower37.5% 45.3%
 

Customer service

1st 2nd 3rd 4th 5th 6th Average
Supplier and score sse67.9% EDF Energy61.4% British Gas56.5% E.ON55.6% Scottish Power54.4% npower51% 57.8%
 

Billing services

1st 2nd 3rd 4th 5th 6th Average
Supplier and score sse73% British Gas72.3% E.ON71.6% EDF Energy71.3% Scottish Power71.2% npower60.5% 70%
 

Meter services

1st 2nd 4th 5th 6th Average
Supplier and score British Gas65.8% EDF EnergyE.ON 64.2% Scottish Power62.8% sse60.6% npower55.4% 62.2%
 

Online services

1st 2nd 3rd 4th 5th 6th Average
Supplier and score E.ON57.2% Scottish Power57% British Gas56.6% EDF Energy50.5% npower44.2% sse43.3% 51.5%
 

Reward schemes

1st 2nd 3rd 4th 5th 6th Average
Supplier and score EDF Energy51.9% E.ON36.9% sse33.5% npower26.8% British Gas20.1% Scottish Power17% 31%
 

Energy efficiency

1st 2nd 3rd 4th 5th 6th Average
Supplier and score EDF Energy43% E.ON35.6% sse32.6% British Gas31.1% npower25.1% Scottish Power20.7% 31.3%
 

Transfer process

1st 2nd 3rd 4th 5th 6th Average
Supplier and score EDF Energy84.3% sse82.8% Scottish Power80% E.ON79.6% npower75.7% British Gas73.5%  79.3%
See the Energy Customer Satisfaction Awards results for 2009

The survey explained

Every year uSwitch commissions the independent research organisation YouGov to carry out a survey of the UK's energy suppliers to get our customer satisfaction scores.

The survey was conducted online between 10th and 13th August 2010. A total of 5,070 UK energy customers took part in the survey.

Customer satisfaction survey 2010

Customers were asked their opinions on a wide range of issues relating to satisfaction with their energy suppliers. The figures have been weighted to make them comparable.

Customers with two suppliers were asked to provide their level of satisfaction with their supplier separately for gas and electricity, dual fuel customers were only asked to rate their supplier once.

The customer satisfaction scores were then calculated as follows ("Supplier A" used as an illustrative example). Sum the total number of gas and electricity customers who were very or fairly satisfied with the service provided to them by Supplier A, then divide by the total number of Supplier A's gas and electricity customers who answered the question to get a satisfaction score.

A Dual Fuel response is classed as both a gas and an electricity response.  For statistical validity, results are only recorded where a supplier had more than 200 responses.

Using customer satisfaction

We run our customer satisfaction survey every year and incorporate the results into our results tables. That means when you run a comparison you will see the suppliers and plans ordered according to price, but you'll also be able to see their customer satisfaction score and rate them accordingly.

We've done this because we know price isn't the only thing that matters. While cost is usually the most important factor, and that's why we order our table that way, customer satisfaction may sway you, particularly if two suppliers are relatively close in terms of overall cost.

Unfortunately, due to the number of respondents we get, we can't include customer satisfaction for the smaller suppliers, but don't let that put you off. Smaller suppliers often offer some of the best deals and frequently feature towards the top of our results table.

If you're not sure you can always do some research. If you click on the name of the supplier in our results table we'll show you a dedicated page with the information we have about our smaller suppliers, ranging from where they're based and why we like them through to their price history.

It's also worth bearing in mind that your switch has a cooling off-period of between 7 and 14 days, so if you change your mind about the switch or aren't sure you can always change your mind.

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