For the fifth year in a row, smaller suppliers have left the “Big Six” in their shadow, having again topped the table for the Which? Energy company satisfaction customer service survey.
Three of the “Big Six” failed to meet the overall average customer satisfaction score of 53% with Npower (for the 6th year running) achieving the lowest score with 41%. Npower was closely followed by Scottish Power (44%), The Co-operative Energy (45%), Extra Energy (47%) and SSE (52%).
The other Big Six providers – Eon (53%), British Gas (54%) and EDF Energy (55%) were only just above the average customer satisfaction score.
OVO Energy were number one with a score of 82%, closely followed by Good Energy (81%) and Ecotricity (77%).
Which? are currently running a “Fairer Energy Prices” campaign. This has called for the Competition and Market Authority (CMA) to fix the energy market and ensure that energy suppliers are providing an improved service to their customers. The Which? Survey looks at how suppliers deal with complaints, customer service, value for money, how useful the supplier is in helping customers save energy and ensuring that bills are clear and accurate. From the latest survey results, it is clear that too many suppliers are failing on the basics.
Which? Executive director, Richard Lloyd, said:
“Once again the smaller energy suppliers are leading the way when it comes to customer satisfaction, leaving the Big Six providers in their wake. With energy customers facing big bills this winter, energy companies need to up their game and provide the service their customers deserve.
We hope the competition inquiry into the energy market proposes radical ways to shake up the energy market and find ways to ensure millions of people can switch to better deals while also protecting vulnerable customers from paying over the odds.”
The research conducted by Which? was interesting to read. Despite a high level of dissatisfaction with bigger energy suppliers, 87% of the 8,902 respondents survived, remain with the “Big Six” and only 10% have switched their energy supplier in the last year.
Energy UK, the trade association for the UK energy industry representing over 80 suppliers and generators of electricity and gas for domestic and business consumers, commented on the Which? Survey.
“Customer service is very important for energy suppliers. Companies work hard to get things right and, when things do go wrong, most complaints are dealt with by the end of the next working day. The majority of complaints are about billing and the roll-out of smart meters will improve this.
There are now 34 suppliers operating in the market and there are deals and services to suit every customer so it pays to shop around. Almost 4 million people switched in 2015 and 338,253 in December showing that it is now quicker and easier for customers to switch.”
If you aren’t happy with your current supplier, you don’t have to stay with them. Energylinx offer a free energy comparison and switching service. Click here to be taken to our impartial energy calculator and see what you could save today.