A new league table has exposed the stark differences in customer satisfaction among the UK's major energy suppliers, with some household names falling seriously short.
The Best and Worst Performers Revealed
The consumer champion Which? surveyed almost 12,000 energy customers for its annual satisfaction report, ranking firms on their overall service. The results paint a clear picture of which companies are excelling and which are failing their customers.
At the bottom of the pile, Scottish Power was named the worst supplier, achieving an overall score of just 56%. It received particularly poor marks for its handling of customer complaints. It was closely followed by EDF with 58% and British Gas with 59%. All three firms scored less than 60% and received a lowly two-star rating from the consumer group.
Top of the Table: The Energy Firms Customers Love
In contrast, the smaller supplier E (Gas and Electricity) soared to the top of the rankings with an impressive overall score of 79%. It earned four stars for customer service, ease of contact, and the clarity of its statements. Notably, 86% of its customers said they would recommend the company to others.
In second place was Octopus Energy with a score of 74%, followed by 100Green on 72% and Sainsbury's Energy on 71%.
What This Means for Your Energy Bill
Emily Seymour, Which?'s energy editor, issued a stark warning to underperforming firms. "Our research shows that while four suppliers are outshining the competition, some big firms - including Scottish Power, EDF and British Gas - are letting their customers down," she said.
She urged consumers not to accept poor service, especially with the current market conditions. "With fixed tariffs now reliably cheaper than the energy price cap, there is no need for customers to put up with poor value for money or shoddy customer service," Seymour stated. "Any suppliers falling short need to improve or their customers will vote with their feet."
The advice from Which? is clear: if you are unhappy with your current provider, you should shop around and consider switching to a supplier with both a cheaper fixed tariff and better customer service ratings.
In response to the findings, British Gas and EDF acknowledged the Which? report but pointed to other positive aspects of their work. A Scottish Power spokeswoman defended the company's record, stating: "The independent Citizens Advice scorecard is the customer service gold standard... It shows sustained, high-quality delivery for our customers, reflecting the huge investments we've made improving and enhancing our service."
