Energy company satisfaction ratings fall for second year running, reveals uSwitch poll

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14th March 2019 12:04 - Utilities

Energy company satisfaction ratings fall for second year according to uSwitch poll: The annual satisfaction survey conducted by price comparison and switching service, uSwitch has found overall customer satisfaction has declined for the second year running from 74% to 72%.

Ranked at the top of the satisfaction charts overall was independent supplier, Ovo Energy with a satisfaction rating of 88.4%. The company was also placed top across six categories including best billing services, best meter reading service, best account management and best incentives and rewards. It is the fourth time in five years the company has been recognised as uSwitch’s Supplier of the Year.

The survey of 17,000 energy customers ranked Octopus Energy is second place (86.7%) followed by Utility Warehouse (82.9%), with Bulb and The Co-op Energy taking the joint fourth place spot with an equal rating of 81.2%.

Just like in a similar Which survey last month, the traditional ‘big six’ suppliers were lurking at the bottom of the table. While npower ranked as the lowest of the ‘big six’ with an overall satisfaction score of 66.3%, the company was one of just three which had improved its score since last year (the others being OVO Energy and The Co-op Energy). Third from bottom was British Gas with a rating of 66.7% and E.ON just above it with a score of 68.8%.

The fall in satisfaction comes after a year of price increases from suppliers of all sizes and after a number of small energy companies folded.

When looking at what is most and least important to customers, price came top with 43% of energy consumers in agreement, with a quarter (26%) saying value for money also of paramount importance. Other top factors included accurate billing and good customer service.

Overall Satisfaction Survey Table

*Image: uSwitch

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