How did the big six rank in the 2013 uSwitch Energy Awards?
The uSwitch Energy Awards surveys more than 5,000 energy consumers to determine which of the big six provide the best deals and services. Find out who ranked where in categories such as Customer Service, Best Deal for You and Most Likely to Recommend.
For overall customer satisfaction, E.ON takes the prize for the second year in a row. Seventy-one percent of E.ON’s customers reported being satisfied with their supplier.
At the opposite end of the spectrum, npower was dead last with its customers, with fewer than 60% reporting being satisfied.
Overall, the survey — which was commissioned by uSwitch, conducted by YouGov and includes responses from more than 5,000 UK gas and electricity consumers — found that the big six were barely able to increase satisfaction year-on-year: Overall customer satisfaction for all suppliers went up by less than 1%, from 66% in 2012 to 67% in 2013.
So, how did each supplier stack up when it came to customer service, value for money, billing services, reward schemes and more? Find out in each big six’s uSwitch Energy Awards 2013 wrap-up below.
#1 Overall Customer Satisfaction Winner 2013 — E.ON
This year, E.ON kept its place as Britain's’ favourite big six supplier — but only just. Scoring 71% overall, it was a close win as EDF Energy was right behind with a score of 70.7%, and SSE a close third with 69.9%.
In addition to taking the top spot in 2013, E.ON placed #1 in the most categories, including Green Services, Energy Efficiency, Reward Schemes and Meter Services.
#2 EDF Energy Customer Satisfaction 2013
EDF Energy proved itself to be “one to watch” this year, moving up two spots from 2012 to second place overall. This is likely due to the popularity of its Blue + Price Promise tariff, which also helped the supplier score top of the pile for Value for Money, Best Deal for You and Transfer Process.
#3 SSE Customer Satisfaction 2013
Despite slipping yet another spot from 2012 to come in third in overall satisfaction this year, SSE managed to earn the highly coveted #1 spot for Customer Service. This is the tenth year in a row SSE have placed first in this category.
The supplier, which serves 10 million customers throughout the UK under the brands Atlantic, Scottish Hydro, Swalec and Southern Electric, also netted the #1 spots in categories Most Likely to be Recommended and Billing Services.
#4 ScottishPower Customer Satisfaction 2013
ScottishPower landed #1 in just one category — Online Services. Overall, the supplier lost ground in overall satisfaction — slipping from 70% to 67% year-on-year — but it had an impressive 9% increase from 2012 to 2013 in its Meter Services.
#5 British Gas Customer Satisfaction 2013
Arguably the most well-known gas and electricity supplier in the UK, British Gas managed to improve its overall score by 2% year-on-year. But it wasn’t enough to land the big six giant in any #1 spots.
British Gas lost ground in several categories from last year, slipping to 5th place for Most Likely to be Recommended, and 4th place for Billing Services, Meter Services and Online Services.
However, it improved its score for Customer Service, settling in at #3 in this category, and ranked runner up in the categories Energy Efficiency and Reward Schemes.
#6 npower Customer Satisfaction 2013
For the sixth year in a row, npower came in at the bottom of the pile, with only 57% of its surveyed customers reporting being satisfied. The supplier landed in last place in 11 out of 12 categories: only 38% said they would recommend this gas and electricity provider to others, and only 39% said it offered value for money. It also scored dead last in Customer Service (44%).
About the uSwitch Energy Awards
The 2013 uSwitch Energy Awards were compiled from an online survey conducted by YouGov between 9 April 2013 and 13 September 2013. The survey sample size was 5,057 adults, with figures weighted and representative of all GB adults.
How did the suppliers compare to last year?
E.ON were the big winners in 2012, just like in 2013, although there overall customer satisfaction score did drop slightly, falling from 73.5% to 71%. E.ON also improved in the categories of green services and meter services, improving from runner up to first.
E.ON did fall in the best deal for you, online services and billing services categories though, dropping from first position to runner-up.
EDF Energy were arguably 2013’s most improved supplier, jumping from fourth to second in the overall customer satisfaction category. They went one better in the value for money category, leaping from fourth to first, and repeated the feat for the transfer process category, claiming first spot. In fact, green services was the only category that EDF Energy didn’t improve in.
SSE saw a drop in 2013, falling 2.4% to third for overall customer satisfaction, and fell to second in the meter services category. However, it wasn’t all bad news. SSE maintained their position as most likely to be recommended, and winners of the customer services and runner-up in the value for money category.
ScottishPower meanwhile saw a slight improvement, climbing from third to runner-up in the online services category, but dropping from top of the transfer process category to runner-up.
British Gas’s position remained more or less unchanged, reclaiming its runner-up position in the reward schemes and energy efficiency categories.
Similarly npower remained firmly rooted to the bottom of our tables. Its position as last in our overall customer satisfaction category was the same as 2012, although their score improved from 51.8% to 57%.