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Small energy beats ‘big six’ in satisfaction stakes

Smaller energy companies beat ‘big six’ in customer satisfaction survey

thumbs downA new survey has found significant differences between satisfaction with smaller energy suppliers and the ‘big six’.

EDF Energy and npower came bottom of the survey with Good Energy, the UK’s only 100%  renewable energy company, coming top.

Commenting on the results, Juliet Davenport, Good Energy founder and CEO, said:

“This result is proof that if suppliers choose to invest in high quality customer care, through things like Energy Saving Trust accredited advice and internal training, then they can really help customers save money on their bills.”

Of the ‘big six ‘British Gas and ScottishPower came joint 11th while only two – E.ON and SSE – came in the top ten, sharing ninth place.

Best of the ‘big six’

The results, which focused on issues like value for money, customer service, and complaints handling, echoed the uSwitch customer satisfaction awards, which saw E.ON and SSE dominate the tables above their ‘big six’ competitors and npower bringing up the rear.

This was npower’s 5th year at the bottom of uSwitch satisfaction tables with a customer satisfaction score of just 52% – a 6% drop from last year.

Commenting at the time, Paul Massara, Chief Commercial Officer at npower, said: “We are clearly disappointed by these results as our customers, and the level of service we can provide, are our number one priority and that’s why we have invested £200m in a new customer service system.

“We are currently in the middle of moving nearly six million customer accounts on to the system, which will enable us to respond to customer queries quickly and more efficiently.”