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81% of UK domestic energy customers are happy with their energy supplier, according to latest research: Despite increases to the domestic energy price cap, and debt and arrears reaching a record amount in the fourth quarter of  2024, four-fifths (81%) of domestic energy customers say they are satisfied with their current energy supplier, the highest figure recorded by Ofgem since they started their State of the Energy Market reporting in 2018.

The survey by BMG Research on behalf of Ofgem surveyed 3,854 domestic energy consumers across the UK between the 6^th and 30^th of January 2025. The results show that as well as increases in consumer satisfaction, complaints were at their lowest level since early 2020; and that overall customer service satisfaction has increased from 71% to 74%, the highest score recorded since summer 2020.

The study showed that those paying by direct debit were significantly more likely to be satisfied with their energy supplier, compared to those paying by Standard Credit (82% cf. 76%). And encouragingly, PPM (Pre-Payment Meter) customers who have traditionally reported lower levels of satisfaction when compared to direct debit customers have shown a high increase in satisfaction rates over the last year, with four-fifths (80%) reporting they are satisfied with their supplier.

Another area that has experienced significant improvement is consumers' overall satisfaction with customer service, which saw an 8-point increase (74% cf. 66% in January 2024). Additionally, the report highlights that since January 2024, satisfaction across all customer service metrics has improved significantly.

The areas which saw the greatest increase in consumer satisfaction were ease of contacting their supplier (75% vs 65%); satisfaction with information received (84% vs 75%), and billing accuracy (80% vs 74%).

As the cost-of-living crisis continues and energy prices rise, debt and arrears among domestic customers reached £3.85 billion in the fourth quarter of 2024, the highest level recorded. The report highlights that although this increase can be marginally attributed to a 5% increase in the number of consumers in debt or arrears since January 2024, the major reason for this increase is that the average debt per customer rose by 18% over the same period. And of those contacting their supplier for support and /or were contacted by their supplier for support, nearly three-quarters (72%) reported they were happy with the support they received compared with 61% a year ago.

Ofgem CEO Jonathan Brearly, said in his State of the Market keynote speech: "…….as you would expect me to say as a regulator, there is still far more to do. For example, when I look at the UK Customer Satisfaction Index, across all industries, energy appears very few times in the top-rated organisations. So, we do need to keep striving: to improve customers lives, drive the economy and ultimately for energy companies to regularly be at the top in any comparison with any sector."

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