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.
Our indicators are accessible as interactive charts which we will update regularly throughout the year. You can refine and expand chart views as well as download data and graphics based on your selections.
If you have feedback on the indicators, please contact us.
Select from the below to view the indicators and for an overview of our monitoring themes.
We all expect certain things from our energy suppliers, like understandable bills and being able 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 new dedicated quarterly energy satisfaction survey commissioned in 2018 by Ofgem in conjunction with Citizens Advice.
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 Citizens Advice handle, weighted by the seriousness of the complaint, and how many 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. 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 six large 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. We expect to publish complaints data from all suppliers in the market from summer 2019. Missing data points in the complaints charts are due to suppliers not making the information available in time for our publication update. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008.
Sometimes you might need your supplier to go the extra mile, for example by helping you to repay an energy debt. These indicators compare how well suppliers support their customers.