The scores are from an Energy Consumer Satisfaction survey run by the regulator Ofgem. The survey measures consumers’ satisfaction with their energy supplier, and includes a supplier breakdown for the first time 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 3,742 domestic energy consumers between 30 August and 18 September 2023.
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.
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.
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“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.”
The survey took place before the regulator announced tough new rules to improve customer service standards in December 2023. The new rules include 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.
