Compare supplier performance on customer service

Mae’r dudalen yma ar gael yn Gymraeg.

We’re making it easier for you to see who the best and worst performers are in the energy market. We encourage you to consider energy suppliers’ customer service alongside price before you switch.

Below you can find information on:

  • customer satisfaction with energy suppliers
  • how many complaints are passed on to the Ombudsman to resolve. 

These indicators are an opportunity for energy suppliers to improve their service to you.

For more detailed information on consumer complaints data see:

Customer satisfaction

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Javascript is required to render chart Customer satisfaction: Six large gas suppliers.

Source: GfK.

Information correct as of: August 2017

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large gas suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between January and March 2017. From January 2017 onwards, a new methodology for the customer satisfaction survey has been used. Please see the more information tab for details.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service68%74%68%59%67%72%
Satisfied with understandable bills65%65%65%62%68%70%
Satisfied with ease of contacting supplier63%63%65%58%60%72%
Would recommend supplier33%33%29%23%30%37%
Agree supplier values its customers36%30%31%22%31%40%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

In 2017 Gfk changed their methodology in a number of ways that affect the comparability of data, wave on wave. From 2017 this data comes from an online survey, whereas prior to 2017, surveys were done online and over the phone. Also, prior to 2017, the five metrics presented were asked on a 5 point satisfaction scale. Customers were asked the extent they were satisfied with each aspect, and answered either very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.

From 2017 these answer scales have changed. Overall satisfaction, ease of contact and ease of understanding bill are now asked on 7 point scales. For these metrics we now show the data for those who said extremely satisfied, very satisfied or fairly satisfied. Recommendation is now asked on a scale of 0-10. We are showing data for customers who said that their likelihood to recommend their supplier on a scale of 0-10 was 8 or above. The question on suppliers valuing customers has remained a 5 point scale and so the data presented remains the same (those who answered very satisfied or fairly satisfied).  

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Chart

Javascript is required to render chart Customer satisfaction: Six large electricity suppliers.

Source: GfK.

Information correct as of: August 2017

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between January and March 2017. From January 2017 onwards, a new methodology for the customer satisfaction survey has been used. Please see the more information tab for details.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service68%68%67%60%65%72%
Satisfied with understandable bills66%61%66%61%63%69%
Satisfied with ease of contacting supplier65%64%63%57%62%68%
Would recommend supplier31%30%28%19%27%34%
Agree supplier values its customers38%29%31%22%29%38%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

In 2017 Gfk changed their methodology in a number of ways that affect the comparability of data, wave on wave. From 2017 this data comes from an online survey, whereas prior to 2017, surveys were done online and over the phone. Also, prior to 2017, the five metrics presented were asked on a 5 point satisfaction scale. Customers were asked the extent they were satisfied with each aspect, and answered either very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.

From 2017 these answer scales have changed. Overall satisfaction, ease of contact and ease of understanding bill are now asked on 7 point scales. For these metrics we now show the data for those who said extremely satisfied, very satisfied or fairly satisfied. Recommendation is now asked on a scale of 0-10. We are showing data for customers who said that their likelihood to recommend their supplier on a scale of 0-10 was 8 or above. The question on suppliers valuing customers has remained a 5 point scale and so the data presented remains the same (those who answered very satisfied or fairly satisfied).  

 

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Complaints handling and Ombudsman referrals

Chart

Source: Suppliers data.

Information correct as of: August 2017

This graph shows the total number of complaints received by the six large energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts

QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
Q1 20132,2957,7843,1704,9181,5191,376
Q2 20131,6965,9463,3205,6261,6111,532
Q3 20131,5824,6462,9366,8671,3301,335
Q4 20132,4124,2283,2258,0131,3991,686
Q1 20143,0844,6143,7588,3031,3572,760
Q2 20142,8445,0113,9216,8901,6483,081
Q3 20142,7254,2763,4826,2582,0312,985
Q4 20142,8515,3413,3526,5682,0692,813
Q1 20153,0514,1083,6955,6352,6483,474
Q2 20152,5072,7123,2373,3382,7203,357
Q3 20152,1412,6392,5392,8982,7193,475
Q4 20151,7142,3842,0802,0952,4122,594
Q1 20161,8662,5062,0391,6742,2121,751
Q2 20161,5742,5331,7202,0562,3181,665
Q3 20161,5182,3531,6431,6052,2521,577
Q4 20161,5552,2231,8391,8742,4421,598
Q1 20171,4632,4382,2502,2002,4931,929
Q2 20171,3932,3562,2111,9862,6232,079
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Chart

Source: Suppliers data.

Information correct as of: August 2017

This graph shows the total number of complaints received by the medium-sized energy suppliers per 100,000 customer accounts per quarter over the period Q1 2014 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20143491,1821,3451,2241,949
Q2 20144869568393601,845
Q3 20144179496494471,772
Q4 20142479786311,2142,117
Q1 20152841,2276891,2382,711
Q2 20155481,0696257031,611
Q3 20151,2701,2125797271,322
Q4 20151,0691,0921641,4671,992
Q1 20161,2231,3541462,3792,769
Q2 20168401,0021124,6522,007
Q3 20166561,091803,3681,785
Q4 20165631,479783,8401,385
Q1 20176912,052795,6851,073
Q2 20177861,882796,005742
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Chart

Source: Supplier data.

Information correct as of: August 2017

This graph shows the total number of complaints received by the small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts

Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 20141919320021
Q2 201425156198131
Q3 201437195204195
Q4 2014423782272819
Q1 2015541791993457
Q2 20154779110563162
Q3 2015297311454863476
Q4 201527811277510143119
Q1 201631104135867638112
Q2 201630105103116436865
Q3 2016379457140474682
Q4 20163086421195149240
Q1 20173210581895943371
Q2 201730108101436458271
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Chart

Source: Ombudsman Services: Energy.

Information correct as of: May 2016

Ombudsman Services: Energy can investigate if your complaint hasn’t been resolved to your satisfaction after eight weeks, or if the supplier tells you they can't do any more to resolve it. Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

Policy Areas:

  • Domestic consumers

Data Table

Complaints accepted by the Energy Ombudsman per 100,000 customers

Complaints per 100,000 customersQ1 2015Q2 2015Q3 2015Q4 2015Q1 2016
British Gas89978
EDF97755
E.ON1314151215
npower6557716672
ScottishPower173122897262
SSE44433
Co-op205813610375
First Utility3938413330
Ovo14101076
Utility Warehouse65645
Extra Energy139192

More information

Complaints accepted by the Energy Ombudsman: At-a-glance summary

Compared per 100,000 customers, the Ombudsman received between 3 and 192 complaints about individual suppliers between January 2015 and March 2016.

Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

You can find out more about the Ombudsman’s powers to investigate complaints in their Terms of Reference.

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Making a complaint to your supplier

If you have a complaint about your gas or electricity supplier or network operator, you should first contact them. See Complain about your gas or electricity bill or supplier

More guides on comparing energy suppliers