Customer satisfaction survey 2011

Who won the 2011 uSwitch Energy Awards?

The 2011 uSwitch energy-customer satisfaction survey revealed exactly what you think of your energy suppliers.

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Click to view the most recent customer satisfaction survey results from 2014.

It's been a disappointing year for all of the big six energy suppliers. After last year's record breaking highs, many this year have dropped to an all-time low, with 50% of customers not satisfied with their supplier - the biggest drop since the awards began. Also in this year's awards:

SSE (Scottish and Southern Energy) comes out on top for the 8th time in a row, although their overall customer satisfaction rating dropped from 79% satisfied to 69.2%.

Although npower remains at the bottom of the table, it did see some improvement on last year, and moved up a place in the Value for Money category.

Overall customer satisfaction

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Most likely to be recommended (Average: 43.6%)

Most likely to recommend. SSE first, British Gas second, Eon third, EDF fourth, Scottish Power fourth, nPower last.

Value for money

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Best deal for you

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Customer service

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Billing services

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Meter services

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Online services

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Reward schemes

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Energy efficiency

Transfer process

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This survey was conducted by YouGov online between 14th - 18th October, 2011.

A total of 5,270 UK energy customers took part in the survey. Customers were asked their opinions on a wide range of issues relating to satisfaction with their energy suppliers. The figures have been weighted.

Customers with two suppliers were asked to provide their level of satisfaction with their supplier separately for gas 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. A Dual Fuel response is classed as both a gas and an electricity response.

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