Cymharu perfformiad cyflenwyr o ran gwasanaeth cwsmeriaid

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Rydym yn ei gwneud hi'n haws i chi weld pwy yw'r perfformwyr gorau a'r gwaethaf yn y farchnad ynni. Rydym yn eich annog i ystyried gwasanaeth cwsmeriaid cyflenwyr ynni ochr yn ochr â'r pris cyn i chi newid. 

Gallwch ddod o hyd i wybodaeth am y canlynol isod:

  • boddhad cwsmeriaid â chyflenwyr ynni
  • nifer y cwynion sy'n cael eu trosglwyddo i'r Ombwdsmon i'w datrys. 

Mae'r dangosyddion hyn yn gyfle i gyflenwyr ynni wella eu gwasanaeth i chi. 

Am wybodaeth fanylach am ddata ar gwynion defnyddwyr, gweler perfformiad Cyflenwyr ar gwynion defnyddwyr.

Boddhad cwsmeriaid

Chart

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

Source: GfK.

Information correct as of: February 2018

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.

This chart is currently under review and is not being updated.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service67%69%76%65%70%71%
Satisfied with understandable bills72%70%76%69%72%72%
Satisfied with ease of contacting supplier72%71%76%67%73%73%
Would recommend supplier32%33%39%30%35%36%
Agree supplier values its customers39%35%41%30%34%39%

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: February 2018

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.

This chart is currently under review and is not being updated.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service71%68%71%65%68%74%
Satisfied with understandable bills73%71%74%70%70%73%
Satisfied with ease of contacting supplier75%68%70%65%65%75%
Would recommend supplier35%29%33%28%28%35%
Agree supplier values its customers44%29%36%29%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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Ymdrin â chwynion ac atgyfeiriadau i'r Ombwdsmon

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013229577843170491815191376
Q2 2013169659463320562616111532
Q3 2013158246462936686713301335
Q4 2013241242283225801313991686
Q1 2014308446143758830313572760
Q2 2014284450113921689016483081
Q3 2014272542763482625820312985
Q4 2014282553413352656820692813
Q1 2015305141083695563526483474
Q2 2015250727123237333827203357
Q3 2015214126392539289827193475
Q4 2015171423842080209524122594
Q1 2016186625062039167422121751
Q2 2016157425331720205623181665
Q3 2016151823531643160522521577
Q4 2016155522231839187424421598
Q1 2017146324382250220024931929
Q2 2017139323562211198626232079
Q3 2017130424062553199628132070
Q4 2017105021782573179431611875
Q1 201888322582607212435811942
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Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO intends to provide actual information from Q2 2018 onwards.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

 

 

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322540
Q4 20151069109252614671992752
Q1 20161223135466823792769862
Q2 20168401002919465220071157
Q3 201665610911563336817831400
Q4 201656314792560384013851191
Q1 20176912052241956851073888
Q2 2017786188211876005742430
Q3 20171121183712364146601657
Q4 2017106617429084294615666
Q1 2018120121226873018631859
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Chart

Source: Supplier data.

Information correct as of: May 2018

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 Q1 2018.

 

 

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearEcotricity Spark EnergyGood EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 20141919320021
Q2 201425156198131
Q3 201437195204195
Q4 2014423782272819
Q1 2015541791993457
Q2 20154779110563162
Q3 20152973114863476
Q4 2015278112710143119
Q1 2016311041357638112
Q2 201630105103436865
Q3 2016379457474682
Q4 20163086425149240
Q1 201732105815943371
Q2 2017301081016458271
Q3 20173987697380239
Q4 201749967272118297
Q1 2018471056310282281
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