Likelihood to recommend energy supplier and net promoter score

Chart

Source: Ofgem Consumer Engagement Survey 2019.

Information correct as of: 20 December 2019

This chart shows the net promoter score for energy suppliers, broken down by supplier size. It also shows the percentage of domestic energy consumers who are promoters or detractors of their supplier as well as those who are passive.

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Likelihood to recommend energy supplier and net promoter score
% who are Detractors% who are Passive% who are PromotersNet Promoter Score
Overall Average (Great Britain)34%38%28%-6
Largest six suppliers38%40%22%-15
Medium suppliers23%37%40%17
Small suppliers35%36%29%-6

More Info

Net Promoter Score is calculated as the proportion of domestic energy consumers who are promoters of their energy supplier minus those who are detractors.

Consumers are asked: On a scale of 0 to 10, how likely are you to recommended your energy company to a friend of colleague?

Responses are grouped as follows: Promoters (score 9-10); Passives (score 7-8); Detractors (score 0-6).

Data comes from Ofgem’s annual Consumer Engagement Survey (due to be published in early 2020) and was collected in August and September 2019.

Date correct
20 December 2019
Policy areas