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REVEALED: Best and worst gas and electric suppliers

Peter Kelly
Feb 13, 2020


Britain's best and worst gas and electricity suppliers have been publicly named and shamed.

It might be awards season in the film industry, but gas and electricity suppliers are being judged for all the world to see as well - although hopefully the winners don't end up making a patronising, politically charged acceptance speech.

Octopus Energy has been named Britain's best gas and electricity provider, knocking rival Ovo off the top spot for customer satisfaction, according to The Mirror.

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The challenger supplier also took home the 'Best Customer Service', 'Best Online Experience', and 'Easiest to switch to' awards, plus four runner-up spots, in Uswitch's annual Energy Customer Satisfaction Report.

Runner-up Bulb Energy also scooped four category wins including 'Best Value for Money' and 'Best Deals for You.'

Octopus - which has 1.6million consumers - scored 92%, while Bulb scored 91% for overall customer satisfaction.

Elsewhere, British Gas was named 'Large Supplier of the Year' and crowed top for 'Best App', 'Best Rewards', and 'Best Account Management'.

However, overall, the results were largely negative for the big six - with all anguishing at the bottom of the table.

Npower ranked the lowest for overall customer satisfaction while four more large suppliers registered an overall decline in customer satisfaction.

Last year's winner OVO Energy fell to fourth place for overall customer satisfaction. However, customers still voted the firm number one in four categories including ‘Best Meter Reading Services’, ‘Best Smart Meter Experience’ and ‘Best Account Management.’

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Bulb and Tonik Energy took the top two spots for the most attractive green deals, while E.On was voted Best Large Supplier in the category.

Rik Smith, energy expert at Uswitch said: "The clear winners here are the innovative challenger brands who are putting their customers at the centre of everything they do.

"These disruptive suppliers have started to dominate the Uswitch energy awards in the same way that they’ve been wrestling control of the British energy market away from the big boys. It’s clear evidence that what bill payers want most, alongside great value deals, is excellent customer service.

"If you’re not getting the service you deserve, or are fed up about how much you’re paying, you can take the power into your own hands and find yourself as much as £400 better off as well.

"By voting with your feet and moving supplier, you’ll be able to find better service, a better deal, and a host of other options such as green electricity, advice on saving energy, and online account management."

Greg Jackson, CEO of Octopus Energy, said: "Octopus's technology has enabled us to grow rapidly to well over a million customers whilst improving service, and driving a cheaper, cleaner energy system."

Dave Kirwan, at Centrica, which owns British Gas, said: "We are on a journey to transform our business and genuinely put the customer back at the heart of what we do. We still have much to do - but this award recognises that we are listening to our customers and moving in the right direction.

"Our customers tell us they want a range of different tariffs and products - whether that be something competitively priced that includes boiler cover, or something that gives them peace of mind that all their energy comes from renewable sources."

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Hayden Wood, Co-founder of Bulb, added: "Our members are central to everything we do at Bulb, so we’re honoured they've voted us one of the top suppliers in the UK.

"We’re now helping over 1.6million households to lower their bills and reduce their carbon emissions. By combining affordable, renewable energy with great service, we’re showing that people don’t have to compromise to make a sustainable choice."

Best suppliers based on customer satisfaction (in order)

  1. Octopus Energy

  2. Bulb

  3. So Energy

  4. OVO Energy

  5. Tonik Energy

  6. Utility Warehouse

  7. Avro Energy

  8. Co-op Energy

  9. Green Network Energy

  10. Shell Energy

  11. Utilita

  12. British Gas / Scottish Gas

  13. SSE

  14. E.ON

  15. EDF Energy

  16. Scottish Power

  17. npower

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