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Small energy firms top customer satisfaction tables

Peter Kelly
Jan 28, 2020


Small energy firms lead the way when it comes to customer satisfaction yet again.

Octopus Energy has taken the top spot in Which?'s satisfaction survey - but where does yours rank?

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The provider, which now supplies over a million homes, topped the table for the second year in a row – achieving the top customer score of 83 per cent with five-star ratings for billing accuracy, customer service and complaints handling.

However, the Big Six suppliers are all left stuck in the lower third of the league with disappointing scores.

Scottish Power languishes in the bottom three after receiving a low customer score of 51 per cent.

Which? surveyed 8,385 UK adults between 2 and 30 October 2019 across the UK about their energy supplier and asked them to rate companies on a number of criteria including value for money, customer service, bill accuracy and digital tools.

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It found that only a small margin separated the five energy companies in second to sixth place.

Ebico, Bulb Energy, Pure Planet, People's Energy and Powershop all performed exceptionally well when it came to billing accuracy and well on all other fronts. 

Among these top companies were three newcomers - People's Energy, Powershop and Pure Planet.

So Energy, which came joint seventh in the listening has also become a Which? Recommended Provider - a title only awarded to domestic energy suppliers who pass all of the sites assessments on customer service and their analysis of supplier procedures, practices and prices. 

Despite only entering the market within the last three years, they were all rated very highly for billing accuracy as well as highly on bill clarity and value for money, equaling more established rivals.

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In comparison, customers with the Big Six were found to more likely on average have encountered problems with their provider.

A third of British Gas customers, three in 10 Scottish Power customers and around a quarter of EDF Energy, Eon, Npower and SSE customers told us they had experienced a problem within the last year. 

Meanwhile, just 11 per cent of Octopus Energy customers said they had a problem with their provider. 

Of the Big Six, SSE and Eon were the highest-scoring and came in joint 24th place with smaller firm E.

Whilst this does not put them right at the bottom of the table, it will still no doubt be a cause concern for customers of the firms. 

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SSE's household energy business was recently purchased by Ovo, which means customers could see changes in their service in the future.

Eon is also set to take over Innogy, Npower's parent company, in the next 12 months.  

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