Households are growing increasingly content with their energy suppliers following years of rocketing bills and consumer frustration, according to new figures. Customer satisfaction with energy companies has risen to its highest point since before the 2021 energy crisis, based on new research conducted by Uswitch.
Key Findings from Uswitch Research
The comparison website revealed that 77% of households now report being satisfied with their energy provider. This marks the third successive annual increase and matches levels not seen since before the gas price crisis shook the market. Almost four in five customers (79%) also stated they would recommend their supplier to others—a sharp rise from just 47% at the peak of the crisis in 2023.
Major Suppliers Performance
The results will be closely scrutinised by millions of customers with suppliers including Octopus Energy, OVO Energy, and E.ON Next, as companies strive to rebuild trust following years of spiralling prices and supplier collapses. Octopus Energy emerged as the clear standout in the annual Uswitch Energy Awards, claiming top position amongst the major suppliers for overall customer satisfaction, value for money, and customer service.
Smaller Suppliers Shine
Smaller challenger supplier Outfox the Market led the rankings amongst smaller firms, while Ecotricity claimed the customer service accolade in the small supplier category. There was also a special commendation for So Energy after it enhanced scores across all ten categories assessed by Uswitch.
Customer Satisfaction Rebound Data
- Likely to recommend: 62% in 2021 to 79% in 2026
- Overall customer satisfaction: 77% in 2021 (unchanged)
- Value for money: 70% in 2021 to 65% in 2026
- Billing service: 75% in 2021 to 76% in 2026
- Customer service: 63% in 2021 to 70% in 2026
The research, drawn from a survey of more than 15,000 energy customers, indicates suppliers are starting to rebuild their reputations following the market upheaval caused by Russia's invasion of Ukraine and surging wholesale gas prices. Numerous firms have progressively promoted fixed deals once more in recent months, with some tariffs falling beneath the regulator's energy price cap projections.
Value for Money Concerns Persist
Despite the progress, households remain less persuaded they are receiving value for money than they were prior to the crisis unfolding. Just 65% of customers believe they are getting good value from their provider, compared with 70% in 2021.
Sabrina Hoque, energy expert at Uswitch, said: "The work suppliers have put in to stay competitive and deliver strong customer service is paying off, with overall customer satisfaction rising for the third year in a row. The war in the Middle East has driven a spike in energy prices, but suppliers reacted quickly to ensure fixed tariffs were still available, with many undercutting price cap forecasts. Suppliers must continue to focus on driving prices down for households through market-leading fixed deals as well as expanding offers such as innovative tariffs and rewarding demand flexibility schemes."
The figures emerge as competition within the energy market intensifies once more, with providers battling fiercely to attract switchers following an extended period where most deals vanished completely during the crisis. Octopus has grown swiftly in recent years to become Britain's largest domestic energy supplier, aided by its acquisition of collapsed competitor Bulb and its determined focus on smart tariffs and customer service.
