Customer Service

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.

Service quality

We all expect certain things from our energy suppliers, like understandable bills and being able to contact them when we need to.  These indicators compare how suppliers perform on those and other fundamental points.

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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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 has been provided by each supplier. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008. 

Chart

Source: Supplier data.

Information correct as of: May 2018

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q1 2014 and Q1 2018.

We now include Extra Energy in the group of small suppliers, as their gas and electricity customer account numbers have each declined below 250k since Q4 2016.

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

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

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)

Quarter/YearBig 6 - Total Medium - Total Small - Total
Q1 2014379626401241
Q2 201436511143991
Q3 2014340410221111
Q4 2014355612051579
Q1 2015359814161030
Q2 201529051001651
Q3 201526311037688
Q4 201521171164892
Q1 201619711533885
Q2 201618691615685
Q3 201617451618659
Q4 2016182719931017
Q1 2017198323101291
Q2 2017195919891107
Q3 2017201617191026
Q4 2017190216611136
Q1 2018196315011136
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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 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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Chart

Source: Suppliers data.

Information correct as of: May 2018

This graph shows the percentage of complaints resolved by the six large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q1 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)

Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013799193876375
Q2 2013728993876565
Q3 2013728389896272
Q4 2013768281905073
Q1 2014808482865082
Q2 2014788480815185
Q3 2014778481855186
Q4 2014758782894985
Q1 2015758481884887
Q2 2015707678744788
Q3 2015687875695288
Q4 2015577970635584
Q1 2016577768394977
Q2 2016528063485477
Q3 2016547959585975
Q4 2016517364505874
Q1 2017507467495876
Q2 2017507168465776
Q3 2017516971455976
Q4 2017486269405774
Q1 2018515969406274
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Chart

Source: Suppliers data.

Information correct as of: May 2018

This graph shows the percentage of complaints resolved by small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q1 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%)

Quarter/YearEcotricity Spark EnergyGood EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 201493886437
Q2 20148882642321
Q3 20149288592438
Q4 20148183633119
Q1 20158582592017
Q2 2015845963341021
Q3 201585706027828
Q4 2015867853272330
Q1 2016687651262143
Q2 2016477742432424
Q3 2016457129541827
Q4 2016576147451650
Q1 2017656459111539
Q2 2017727043253044
Q3 201753643431650
Q4 201753664253068
Q1 201858624312850
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Chart

Source: Suppliers data.

Information correct as of: May 2018

This graph shows the percentage of complaints resolved by medium-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q1 2018.

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.

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

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 2015345069956937
Q4 2015334887928119
Q1 2016354585828617
Q2 2016274791867927
Q3 2016306496848232
Q4 2016245698897928
Q1 2017436498907528
Q2 2017446096946528
Q3 2017584997945028
Q4 2017564596935021
Q1 2018575491864843
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Chart

Javascript is required to render chart Gas suppliers: Disconnections for debt (GB).

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows domestic gas suppliers’ disconnections for debt January 2017 and December 2017 (Q1 2017 – Q4 2017). Only suppliers that disconnected customers for debt during this period are shown on the graph.

Policy Areas:

  • Domestic consumers

Data Table

Gas suppliers: Disconnections for debt (GB)

SupplierTotal Disconnections
E.ON2
Ecotricity1

More information

At–a-glance summary

Between January 2017 and December 2017 (Q1 2017 – Q4 2017), only two suppliers disconnected domestic gas customers due to debt (3 disconnections in total). E.ON disconnected 2 customers and  Ecotricity 1. The total number of disconnections is down from 53 in the equivalent period in 2016.

Relevance and further information

Suppliers must only use disconnection as a last resort. They must not disconnect customers in debt unless they have offered a range of repayment options and have exhausted all available means to recover a debt.

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Chart

Javascript is required to render chart Electricity suppliers: Disconnections for debt (GB) .

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows domestic electricity suppliers’ disconnections for debt January 2017 and December 2017 (Q1 2017 – Q4 2017). Only suppliers that disconnected customers for debt during this period are shown on the graph.

Policy Areas:

  • Domestic consumers

Data Table

Electricity suppliers: Disconnections for debt (GB)

SupplierTotal Disconnections
SSE9
E.ON3
Ecotricity1
Green Energy1

More information

At–a-glance summary

Between January 2017 and December 2017 (Q1 2017 – Q4 2017), four suppliers disconnected domestic electricity customers due to debt (14 disconnections in total). SSE disconnected 9 customers, E.ON disconnected 3 customers and Ecotricity and Green Energy disconnected 1 each. The total number of disconnections is down from 157 in the equivalent period in 2016.

Relevance and further information

Suppliers must only use disconnection as a last resort. They must not disconnect customers in debt unless they have offered a range of repayment options and have exhausted all available means to recover a debt.

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Extra support

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.

Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic gas PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).

Policy Areas:

  • Domestic consumers

Data Table

Gas prepayment (PPM) customers: Average length of debt repayment plans agreed (GB)

SupplierAverage length of debt repayment arrangements agreed for PPM customers (gas), Q1 2017 - Q4 2017
PFP Energy308
First Utility295
Good Energy270
Green Star Energy220
EDF Energy168
npower158
Utility Warehouse147
Scottish Power147
SSE125
E.ON120
Spark Energy120
Zog Energy108
Ecotricity108
British Gas102
Better Energy94
Co-operative Energy91
utilita41
Ovo Energy40
Robin Hood Energy9

More information

At-a-glance summary

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic gas PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).  The average number of weeks that customers were given to repay their debt ranged from 9 to 308 weeks.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPMs installed for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so. Suppliers are expected to set a level of debt repayment that is affordable for the customer, this can mean customers with high level of debts will be making repayments for a considerable period of time.

This data covers the period Q1 - Q4 2017. This is the latest 12 month period for which we have data available.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic electricity PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment (PPM) customers: Average length of debt repayment plans agreed (GB)

SupplierAverage length of debt repayment arrangements agreed for PPM customers (electricity), Q1 2017 to Q4 2017
isupply429
Spark Energy354
First Utility327
Good Energy273
Green Star Energy236
EDF Energy202
Scottish Power181
npower173
SSE164
LoCO2 Energy159
Utility Warehouse150
E.ON142
Green Energy121
Ecotricity105
Co-operative Energy97
British Gas83
Bristol Energy61
utilita56
Ovo Energy43
Robin Hood Energy9

More information

At-a-glance summary

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic electricity PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).The average number of weeks that customers are expected to take to repay their debt ranged from 9 to 429 weeks.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installed for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so. Suppliers are expected to set a level of debt repayment that is affordable for the customer, this can mean customers with high level of debts will be making repayments for a considerable period of time.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average weekly debt repayment rates for customers who had a domestic gas prepayment meter (PPM) installed to repay debt during the period between January 2017 and December 2017 (Q1 - Q4 2017).

Policy Areas:

  • Domestic consumers

Data Table

Gas prepayment meter customers: Average weekly debt repayment rates (GB)

SupplierAverage weekly debt repayment rates for PPM customers (gas), Q1 2017 to Q4 2017
Co-operative Energy14.26
Spark Energy10.92
Zog Energy7.76
Ecotricity7.18
Robin Hood Energy7.00
PFP Energy6.85
E.ON6.33
Ovo Energy6.17
Scottish Power6.08
First Utility5.99
EDF Energy5.93
npower5.72
British Gas5.37
Better Energy5.00
Green Star Energy5.00
Utility Warehouse4.91
SSE4.71
Good Energy4.50
utilita3.08

More information

At-a-glance summary

This chart shows the average weekly debt repayment rates for customers who had a domestic gas PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017). The average weekly debt repayment rate ranged between £3.08 per week and £14.26 per week, with the majority being between £4 and £7.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installed for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average weekly debt repayment rates for customers who had a domestic electricity prepayment meter (PPM) installed to repay debt during the period between January 2017 and December 2017 (Q1 - Q4 2017).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment meter customers: Average weekly debt repayment rates (GB)

SupplierAverage weekly debt repayment rates for PPM customers (electricity), Q1 2017 to Q4 2017
Co-operative Energy14.11
Green Energy7.61
Ovo Energy7.01
Robin Hood Energy7.00
Spark Energy6.97
Ecotricity6.93
E.ON6.89
EDF Energy6.09
First Utility5.99
npower5.89
isupply5.56
Scottish Power5.52
Utility Warehouse5.34
British Gas5.22
Bristol Energy5.00
Green Star Energy5.00
LoCO2 Energy5.00
SSE4.87
Good Energy4.33
utilita3.03

More information

At-a-glance summary

This chart shows the average weekly debt repayment rates for customers who had a domestic electricity PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017). The average weekly debt repayment rate ranged between £3.03 per week to £14.11 per week. For the majority of suppliers, the average was between £5 and £7

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installed for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

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Publications and updates

  • Published: 28th Mar 2018
  • Charts and data
  • 1 Associated documents
Upcoming release dates for our market indicators and data on the Ofgem Data Portal.