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.

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.

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: February 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 Q4 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
Q3 20171,3042,4062,5531,9962,8132,070
Q4 20171,0502,1782,5731,7943,1611,875
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Chart

Source: Suppliers data.

Information correct as of: February 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 Q4 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide actual information from Q2 2108 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 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 20151,2701,2125797271,322540
Q4 20151,0691,0925261,4671,992752
Q1 20161,2231,3546682,3792,769862
Q2 20168401,0029194,6522,0071157
Q3 20166561,09115633,3681,7851400
Q4 20165631,47925603,8401,3851191
Q1 20176912,05224195,6851,073888
Q2 20177861,88211876,005742430
Q3 20171,1211,83712364,146601657
Q4 20171,0661,7429084,294615666
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Chart

Source: Supplier data.

Information correct as of: February 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 Q4 2017.

 

 

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
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