Results of the Energy Consumer
Satisfaction survey, which measures consumers’ satisfaction
with their energy supplier, have today (22 March 2024) been
published by Ofgem, and include a supplier breakdown for the
first time.
Ofgem will continue to publish this supplier-specific data
as part of its ongoing commitment to improve transparency to help
customers make more informed decisions when choosing their energy
supplier.
The report, commissioned by Ofgem and Citizens Advice, is based
on a survey of 3742 domestic energy consumers between 30 August
and 18 September 2023 – before Ofgem’s new consumer standards
rules came into force.
The research found:
· Based on an average
satisfaction rate of 69%, the supplier that was significantly
higher than average was Octopus (84%). The suppliers with lower
satisfaction results than average were EDF Energy (61%), OVO
Energy (61%) and Scottish Power (62%).
· For customer service
satisfaction, the average was 62%, with Octopus again scoring
higher than average at 76%, while EDF (54%), Scottish Power
(55%), and OVO (57%) scored lower than average.
· Satisfaction with
supplier customer service has declined, dropping from 66% at the
end of 2022 to 62%
· The top reasons
customers gave for dissatisfaction with customer service they’ve
received were not being able to contact their supplier at the
time they needed (37%), not feeling they were being listened to
(34%) and the length of time it took to resolve their query
(34%)
Tim Jarvis, Director General of Retail and Markets at
Ofgem, said:
“Transparency is crucial to allow energy users to make informed
choices, and we are determined to give customers the information
they need so they can choose a supplier that works for
them.
“We have already seen improvement to fix issues we identified in
our deep-dive review of customer service in 2022, but today’s
data is a reminder that there is still work to be done, and
publishing company-specific data adds another incentive for
suppliers to keep pace with their rivals – or risk losing
customers.”
In December 2023 the regulator announced tough new rules to improve
customer service standards, including requirements for suppliers
to be easier to contact and provide proactive support for
vulnerable customers, and those struggling to pay their
bills.
Under these rules, energy companies are already required to
prominently display their Citizens Advice Star Rating for
customer service satisfaction. This latest move by the regulator
adds more valuable perspective for customers, with the new data
suggesting many companies are falling short of customer
expectations.
Ofgem recognises the progress already made by suppliers since
Ofgem’s Market Compliance Review
into customer service standards in February raised severe or
moderate weaknesses at 12 energy companies.
Notes to Editors
· The Energy Consumer
Satisfaction survey measures consumers’ satisfaction with their
energy supplier. Ofgem is publishing supplier-level results from
the survey now to drive greater transparency on the data we hold,
in keeping with commitments outlined in the recently published
Forward Work Programme
consultation document. This supplements market-wide insights
from the survey
· The two customer
satisfaction indicators that are being published reflect
consumers’ perceptions of their supplier and the customer service
received. These indicators do not provide an assessment of
suppliers’ processes or practices.
· The report underlines
the importance for suppliers to provide good customer service.
While we are seeing progress in some areas, there is still more
to be done and our new consumer standards
clearly set out what we expect from suppliers.
· The Citizens Advice
star rating is designed to give a rounded composite measure of
customer service performance using various industry/supplier data
sources.
· The supplier-level
customer satisfaction indicators and the Citizens Advice star
rating are different measures and should be seen as complementary
sources.
· Ofgem is keen to be
transparent with the data it holds on supplier customer service
standards, to inform consumer choices and incentivise better
performance. The publication of customer satisfaction data from
the Energy Consumer Satisfaction survey is the first step towards
greater transparency.
· Customers can find
further support and advice from Ofgem’s Energy
Aware campaign.
· The survey is based
on a sample of the population of energy consumers in Great
Britain responsible for paying their energy bills. We cannot be
certain that the figures obtained are exactly those that would
have been reached if everyone had taken part (the "true" values).
The reported figures are estimates, within a small margin of
error. The margin of error varies with sample size – the larger
the sample is, the lower the error will be. For this reason,
individual suppliers with fewer than 100 respondents taking part
in this survey are not shown.
