The average customer satisfaction with the UK’s eight largest energy suppliers has risen by two points since last year to 76%
Every year, uSwitch runs an independent Energy Customer Satisfaction Report, surveying more than 5,000 energy consumers. Consumers are asked to give their opinions regarding satisfaction with their supplier(s) across 12 categories: having their say on everything from customer service to reward schemes, transfer processes to meter services.
Here's how the big six and the two largest independent suppliers fared for 2017:
Overall customer satisfaction ratings
The two smaller suppliers included in the survey, Ovo and First Utility, came out in the top two spots for overall customer satisfaction.
Ovo Energy swept the board for the third consecutive year, with an overall satisfaction rating of 96% – the highest in the report’s 11-year history.
Big six supplier E.ON comes in third and top of the big six for the fifth year in a row with a 79% rating, up three points from last year.
By contrast, npower’s rating of 67% sees it in last place for the ninth consecutive year, but gains it the title of most improved supplier going up an impressive ten points.
- #1 — Ovo Energy Customer Satisfaction 2017
Supplier of the year 2017
Ovo Energy has been announced as the nation's top energy supplier for overall satisfaction for the third year in a row, climbing three points from its last overall customer satisfaction score.
The independent supplier also came top for all but one of the remaining categories in the survey:
- Most Likely to be Recommended
- Value for Money
- Best Deal for You
- Customer Service
- Billing Services
- Energy Efficiency
- Meter Services
- Online Services
- Green Services
- Transfer Process
- #2 — First Utility Customer Satisfaction 2017
First Utility managed to surpass the big six in many of the survey's categories.
They came in at second for 9 areas:
- Overall customer satisfaction
- Customer service
- Billing services
- Meter services
- Online services
- Best deal for you
- Likely to recommend
- Value for money
- Transfer process
Ed Kamm, UK MD, First Utility says:
"We’re delighted to see our customers continue to score us highly, recognising the efforts we make to deliver great service. Our mission is to provide customers with fair, great-value energy alongside great customer service. uSwitch’s latest survey suggests we’re on the right track."
- #3 — E.ON Customer Satisfaction 2017
Large supplier of the year 2017
E.ON came in as top of the big six suppliers for overall satisfaction, with a strong score of 79%.
In particular, the large supplier was recognised for offering the best incentives and rewards, making it to #1 in this category.
David Bird, Managing Director Residential at E.ON UK, says:
"We’re delighted to have been voted best of the larger suppliers for customer satisfaction for the fifth year running. This success is testament to all our colleagues who have helped us provide a high level of service which is valued by our customers. I’m very proud that E.ON has continued to make significant improvements, this year not only increasing our score for overall satisfaction, but also increasing our rankings for both meter reading and energy efficiency. Our customers are our number one priority, which is why we remain committed to offering excellent service, competitive products and energy solutions that will help them save energy and pay less, making improvements that really matter to them."
- #4 — EDF Energy Customer Satisfaction 2017
For the third year in a row, EDF landed as second out of the big six for overall customer satisfaction, and fourth out of all eight suppliers. EDF Energy is particularly recognised for its green services, and came in at second place for this category.
- #5 — SSE Customer Satisfaction 2017
SSE increased by two points in the overall customer satisfaction category, and reclaimed its fifth position from British Gas who overtook the supplier last year.
SSE's best scores came from the customer service and billing service categories, where it achieved third position.
Will Morris, Group Managing Director, Retail, of SSE, says:
"Customer service has always been one of SSE’s key priorities and we’re very happy to see that our score has improved once again. But to climb up the rankings we need to improve faster than our competitors. We have a strong track record of delivering on customer service but we know there is always more to be done.
That’s why we’ve committed to a range of new initiatives to step up our service including increasing the number of SSE customer service advisers, provide more support and advice to customers falling into debt and working with customers to test and rate our service with mystery shopping. We are also the first energy supplier to commit to working with the BSI to make our processes more flexible; helping us identify customers who might need a little extra help and adapt our service to meet their individual needs."
- #6 — British Gas Customer Satisfaction 2017
British Gas fell one position from its 2015/16 overall satisfaction result of fifth, acheieving a score of 75% (a one point increase from last year).
The supplier's best result came from the incentives and rewards category where it was placed third thanks to its customers ratings.
Sarwjit Sambhi, Managing Director of UK Home at British Gas, says:
"We’re pleased that our customers are seeing the benefits of the improvements we’ve made to our customer service, and our overall customer satisfaction scores have increased. Our customers are at the heart of what we do at British Gas, and we will continue to listen to them so we can further improve the service we offer."
- #7 — ScottishPower Customer Satisfaction 2017
ScottishPower remained in second to last place, but managed to increase its rating by a strong three points.
Colin McNeill, Retail Director at ScottishPower, says:
"It is good to see we’re continuing to make solid progress. We are working hard to keep making service improvements and developing new products to look after our existing customers.
- #8 — npower Customer Satisfaction 2017
npower’s rating of 67% sees it rise 10 points above its previous overall satisfaction score, showing that plans to improve customer service are working.
npower received their best score in the incentives and awards category, coming in sixth.
Simon Stacey, Managing Director for Domestic Markets at npower, says:
"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 in some key areas. For example, complaints have dropped by 61% since the beginning of the year. We still have a huge amount of work ahead of us, but no one should doubt that we are determined to do it."