Customer satisfaction survey results

Customer satisfaction survey results

Choosing a new gas or electricity supplier doesn't just have to be about comparing prices. You could also choose a top rated energy supplier using the Which? Switch energy satisfaction survey.
The Which? Switch energy satisfaction survey gathers opinions from thousands of energy customers and rates energy suppliers on a range of measures including customer service, value for money and clarity of bills. Each energy supplier is given an overall satisfaction score based on its customers' overall satisfaction and their likelihood of recommending the energy supplier to a friend.
Our latest survey results shows that small providers are streets ahead of Britain's six biggest energy suppliers - which supply 98% of Britain's homes. But satisfaction with the smaller players isn't enough to pull the average overall satisfaction above 48% - one of the lowest of all sectors covered by Which? surveys.

Energy company satisfaction survey results

The table, below, shows how Which? members rated the 10 energy suppliers that they use. The providers were given star ratings for eight different criteria as well as an overall satisfaction score.
The providers' scores for electricity and gas supplies have been combined. Where we didn't receive enough responses - or in the case of NIE, which was rated only for customer satisfaction - you'll see n/a.

Utilities satisfaction survey
Supplier	Bills - overall	Customer service	Encouraging efficiency	Value for money	Dealing with queries	Customer score
Utility Warehouse						77%
Ovo						77%
Ebico					n/a	72%
SSE						56%
Eon						49%
Scottish Power						46%
British Gas						45%
First Utility						43%
EDF						40%
Npower						34%
NIE	n/a	n/a	n/a	n/a	n/a	34%a

Full features table

Table notes

1. NIE's score doesn't include the likelihood of recommending the supplier and is based on satisfaction only

n/a means there were insufficient responses to rate the supplier

Sample sizes: Utility Warehouse (185), Ovo (93), Ebico (46), SSE (1,516), Eon (1,619), Scottish Power (1,117), British Gas (1,860), First Utility (173), EDF (888), Npower (644), Northern Ireland Electricity (73). Total sample size was 8214.

Good news for small energy suppliers

The results tell a familiar story, with the 'big six' energy companies scoring badly again. The top spot is for energy and telecoms provider

http://www.utilitywarehouse.org.uk/robinco