Customer service data
Our interactive customer service indicators
Energy suppliers offer more than different prices – they also offer different levels of customer service. These indicators give a snapshot of the performance trends we monitor on supplier customer service.
Customer service highlights January 2025
Service quality
In the January 2025 survey, overall customer service satisfaction increased to its highest level on record for this survey (74%), up from 71% in the previous survey (July 2024).
A higher proportion of consumers with large suppliers were satisfied with the supplier’s customer service in January 2025 (73%) compared to July 2024 (70%). There was no statistically significant change for consumers of medium suppliers (78%) and small suppliers (81%).
63% of all consumers told us they found it easy or fairly easy to contact their supplier in January 2025. This is higher than in July 2024 (58%). The proportion of consumers finding it very or fairly difficult to contact their supplier has fallen from 14% in July 2024 to 10% in January 2025.
Among those who have switched supplier, 86% told us they were satisfied with the overall switching process. This is consistent with July 2024 (85%). Furthermore, 80% said they were satisfied with the ease of comparing suppliers in January 2025, which is similar to July 2024 (79%).
The proportion of credit meter customers who are satisfied with billing accuracy has increased to 80% in January 2025 from 77% in July 2024. The proportion of credit meter customers satisfied with the ease of understanding the bills has also increased compared to the previous wave (82% in January 2025, up from 78% in July 2024).
If things go wrong
Across the market, the number of complaints reported by suppliers per 100,000 customer accounts in Q1 2025 was 1177. This is a 1% decrease from the previous quarter and a 28% decrease from Q1 2024.
For large suppliers as a group, the number of complaints reported per 100,000 customer accounts was 1172. This is a 2% decrease from the previous quarter and a 32% decrease from Q1 2024. For medium suppliers, the number of complaints reported per 100,000 customer accounts was 1473. This is a 23% increase from the previous quarter and a 54% increase from Q1 2024. For small suppliers, the number of complaints reported per 100,000 customer accounts was 290. This is a 5% decrease from the previous quarter and a 21% decrease from Q1 2024.
Service quality
We all expect certain things from our energy suppliers, like understandable bills and the ability to contact them when we need to. These indicators show customer satisfaction with those and other fundamental points for the overall market and across different groups of suppliers. The data comes from a dedicated energy consumer satisfaction survey conducted for Ofgem and Citizens Advice by BMG Research. The tracking survey started in 2018 and is now conducted twice a year.
Research reports with findings from the energy consumer satisfaction survey are published here on a regular basis: Ofgem consumer research.
For previously published customer satisfaction indicators based on a different survey and methodology as of February 2017 please see Customer satisfaction indicators - previous updates.
If things go wrong
No-one wants to have to complain about their energy supplier, and if you do, you want them to resolve your problem as soon as possible. Ofgem, Citizens Advice and the Ombudsman publish complaints statistics. The separate statistics show how many complaints suppliers receive, how many complaints Citizens Advice handle, weighted by the seriousness of the complaint, and how many complaints are accepted by the Ombudsman after failing to be resolved by the supplier. This helps to show a full picture of the customer’s complaint from start to finish.
The complaints data is provided by suppliers. As of July 2018, suppliers are required to submit complaints data to us on a monthly and quarterly basis. See our guidance on submitting customer complaints data. They also publish domestic complaints data on their websites, including their 'top 5' reasons for complaints and the measures they are taking to improve how they handle customer complaints. The large legacy suppliers have voluntarily published quarterly domestic complaints data since 1 October 2012, and many smaller suppliers have done so from 1 April 2013. At present, we generally cover suppliers with at least one full year of data. Missing data points in the complaint charts are due to suppliers failing to make the information available in time for our publication update or due to cases where we have asked suppliers to resolve data discrepancies.
Extra support
Sometimes you might need your supplier to provide you additional support, for example by helping you to repay an energy debt. These indicators compare how well suppliers support their customers.