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: August 2019

This graph shows the total number of complaints received by the six largest energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q2 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six largest 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 201888322592607212435811942
Q2 2018122122352415207034792117
Q3 2018148622912517220827992546
Q4 2018156019622720239521162427
Q1 2019152420133079246420152558
Q2 20191,3662,2612,7782,1881,9922,351
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Chart

Source: Suppliers data.

Information correct as of: August 2019

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 2019.

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

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseGreen Star EnergyBulb
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322540
Q4 201510691092526146719927520
Q1 201612231354668237927698620
Q2 201684010029194652200711570
Q3 20166561091156333681783140010
Q4 2016563147925603840138511914
Q1 201769120522419568510738882
Q2 201778618821187600574243064
Q3 2017112118371236414660165726
Q4 201710661742908429461566639
Q1 201812012122687301863185970
Q2 2018129226889141389565154063
Q3 2018179426398039397812779110
Q4 20181629303991910409154444283
Q1 201911882951101688411015544251
Q2 20191,0071,6881,3755421,0844,450320
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Chart

Source: Supplier data.

Information correct as of: August 2019

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q2 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngieBreeze Energy
Q1 20141921
Q2 20141192513
Q3 20141443719
Q4 2014604228
Q1 2015565434
Q2 2015974731
Q3 2015942934
Q4 2015412743
Q1 201661103138
Q2 201658813068
Q3 201657663746
Q4 201650119304978
Q1 201724138324334
Q2 201710115305852
Q3 201710110398010079
Q4 201720104491185423
Q1 2018141344782479
Q2 201862074253576
Q3 20181321039102796
Q4 20181521047200631
Q1 20192822687277764
Q2 20191216977594859
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