Our interactive customer service indicators
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.
Customer service highlights August 2022
The update of customer satisfaction indicators is not available for Q2 2022 as the energy satisfaction survey was not run in this quarter. The next update will refer to Q3 2022 and will be published in November 2022.
If things go wrong
Across the market, the number of complaints received by suppliers per 100,000 customer accounts in Q2 2022 decreased by 5% from the previous quarter, and also by 5% from Q2 2021. This was mainly driven by lower complaint levels reported by large and small suppliers.
For large suppliers as a group, the number of complaints received per 100,000 customer accounts decreased by 6% from the previous quarter and by 9% from Q2 2021. For medium suppliers, it increased by 16% from the previous quarter and by 12% from Q2 2021. For small suppliers it decreased by 23% from the previous quarter and by 39% from Q2 2021.
We all expect certain things from our energy suppliers, like understandable bills and the ability 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 complaints Citizens Advice handle, weighted by the seriousness of the complaint, and how many complaints 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. See our guidance on submitting customer complaints data. 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 legacy 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. Missing data points in the complaint charts are due to suppliers failing to make the information available in time for our publication update or due to cases where we have asked suppliers to resolve data discrepancies.
Sometimes you might need your supplier to provide you additional support, for example by helping you to repay an energy debt. These indicators compare how well suppliers support their customers.