Which? research reveals best and worst energy companies, following annual satisfaction survey

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28th January 2021 11:20 - Utilities

Which? research reveals best and worst energy companies, following annual satisfaction survey: The latest survey of energy customers by consumer site, Which?, has revealed the best and worst energy companies, based on how satisfied consumers are with their provider and how likely they are to recommend them to others.

The poll of 8,086 people in the UK including Northern Ireland, also asks questions around value for money, complaints handling, customer service, bill accuracy and bill clarity.

The annual satisfaction survey was carried out in September 2020 and included 31 suppliers (six of which were in Northern Ireland).

Outfox the Market ranked top, with a satisfaction score of 82% -- a huge step up from last year, when it featured in the second half of the table. In second was Octopus Energy (80%), which was also awarded Which? Recommended Provider status (along with Pure Planet), followed by Avro Energy in third (76%), People's Energy (75%), Pure Planet (74%), and So Energy (73%). Utility Warehouse (71%), Ovo Energy (70%), Sainsbury's Energy (70%) and Bulb Energy (69%) also featured in the top ten. 

At the bottom end of the table were many of the larger companies, with Npower being given a satisfaction score of (54%) (based on customers' overall satisfaction and their likelihood to recommend), followed by Scottish Power (55%), SSE (60%), Eon (60%), EDF Energy (61%), E (61%) and British Gas (62%).

Price was the most important consideration for consumers when choosing their energy provider, found the poll, however being good value for money was also important. Whilst Octopus Energy was not the cheapest provider, for example,  it still scored highly for value for money suggesting its service holds value in other areas. 

Contacting providers

The survey also revealed the most popular way customers liked to contact their energy provider with more than a quarter preferring to speak to a representative on the phone (26%). This was followed by email (20%), live chat (12%), online enquiry form (9%), via an app (8%) and in-person (5%). Text message (4%), letter (3%) and social media (3%) were the least favoured methods of contact.

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