Octopus Energy retains top spot in Which? customer satisfaction survey

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13th February 2020 17:16 - Utilities

Octopus Energy retains top spot in Which? customer satisfaction survey: A survey for consumer group Which? measuring customer satisfaction across energy suppliers has found that relative newcomer, Octopus Energy has once again taken the top spot. 

The annual poll once again saw the so-called 'Big Six' ranking in the lower third of the table as smaller energy suppliers achieved higher satisfaction scores. 

Octopus Energy had an overall satisfaction score of 83%, which saw it retain its top position from last year, achieving 5-star ratings for customer service, handling of complaints and billing accuracy. 

Second in the table was Ebico with a satisfaction rating of 79%, gaining a five-star rating in bill accuracy and four star ratings in bill clarity, customer service, digital tools and value for money. 

In joint third were Bulb (78%) and Pure Planet (78%) followed by People's Energy (77%), and Powershop (77%)  - the latter three being relative newcomers. 

At the bottom of the table with a satisfaction rating of just 48% was Together Energy, marking a significant fall from last year when it ranked mid-table. Spark Energy (51%), Scottish Power (51%) and newcomer, Ampower (53%) also fared poorly - also at the bottom of the table. 

British Gas achieved a satisfaction score of 60%, the same as EDF Energy (60%) and ranking just above Shell Energy (58%), Npower (57%), and Green Star Energy (55%). 

Of the Big Six, SSE and Eon achieved the highest ranking, placed in joint 24th place alongside smaller firm E.

Also big news was that Robin Hood Energy, last year’s second-place provider fell to 20th position, achieving the same satisfaction score as Boost Energy and Utilita.



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