A major new investigation has exposed a stark divide in customer satisfaction between the UK's largest energy suppliers and their smaller competitors. The annual study from consumer champion Which? has ranked Scottish Power, EDF, and British Gas as the least effective providers, with all three failing to achieve a 60% customer score.
The Worst Performers: Where the Big Names Fell Short
The comprehensive analysis, which surveyed nearly 12,000 energy users and audited 17 companies, placed Scottish Power at the very bottom with a score of just 56%. The firm received particularly poor marks for its handling of customer complaints and grievances.
EDF followed closely with a 58% rating. Investigators noted that its phone and email support lines were available for significantly less time than those of rival companies. British Gas secured the third-lowest position, achieving a 59% score. While acknowledged for providing a good level of support to vulnerable households, it was criticised for its switching processes and complaint management.
The Standout Leaders in Energy Service
In a striking contrast, smaller and mid-sized suppliers dominated the top of the table. E (Gas and Electricity) surged to first place with an impressive 79% overall rating, earning four-star scores for billing clarity and accessibility. A remarkable 86% of its customers said they would recommend the service.
Octopus Energy maintained its strong reputation by taking second place with 74%, followed by 100Green and Sainsbury's Energy. These companies were praised for their transparency, support, and efficient dispute resolution.
Industry Response and Advice for Consumers
Emily Seymour, Energy Editor at Which?, stated: "Our research shows that while four suppliers are outshining the competition, some big firms are letting their customers down." She emphasised that with fixed tariffs now reliably cheaper than the price cap, customers should not tolerate poor value or service and should consider switching.
The companies criticised have defended their records. A spokesperson for Centrica, British Gas's parent company, cited a 20% annual reduction in complaints and recognition from other satisfaction indexes. EDF highlighted its excellent Trustpilot rating of 4.8, while Scottish Power pointed to its performance on the Citizens Advice scorecard as a more robust benchmark.
The findings provide a crucial guide for households seeking to escape high costs and substandard service. With the energy market in flux, the report underscores the benefits of shopping around for a provider that combines a cheaper fixed tariff with superior customer support.
