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Small suppliers win out in uSwitch annual survey

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26/11/2014
New figures reveal a gulf in consumer satisfaction between the country's two largest new energy providers and the traditional big six, according to uSwitch.

The company’s ninth annual independent report of energy customers shows new challengers Ovo Energy and First Utility scored an average customer satisfaction rating of 83% compared to just 69% with the big six. 5,300 people took part in the survey.

Ovo Energy swept the board with an overall satisfaction rating of 86% – the highest in the report’s nine year history – winning ten out of 12 categories including value for money, customer service and billing.

Among the larger energy suppliers, E.ON comes top of the big six suppliers for average customer satisfaction with 76% – up five per cent from last year. npower is least popular with customers, coming last with an overall satisfaction score of 58% – 28 percentage points behind winner Ovo. 

Over three-quarters (76%) of Ovo and First Utility customers would recommend their supplier, compared with just half (50%) of big six customers. 80% of Ovo and First Utility customers are satisfied with the value for money they receive, compared with just over half (55%) of those with the big six.

ScottishPower is the only major energy company with a lower customer satisfaction score than last year, dropping three per cent from 67% to 64%.

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