Consumer Perceptions of the Energy Market Q1 2022

Reports, plans and updates


Ofgem and Citizens Advice carry out a regular survey to monitor domestic consumers’ perceptions about the quality of service delivered by energy suppliers. Ofgem uses this information to support its monitoring and compliance activities.

The survey has been running since late 2018. This report discusses results for the Q1 2022 tracking wave. Fieldwork was carried out in March 2022.

The survey covers a range of topics including satisfaction with energy suppliers, satisfaction with the dimensions of customer service, energy affordability and experiences of Ofgem’s Supplier of Last Resort process.

The past year has been an incredibly difficult time in the energy market. Record gas prices, multiple supplier failures and a wider cost of living crisis have made this a challenging time for many consumers.

Ofgem’s top priority remains protecting consumers. We engage with suppliers regularly to ensure they are meeting their obligations, including around customer service.

The survey is conducted by Quadrangle Research on behalf of Ofgem and Citizens Advice. Each wave approximately 3000 domestic energy bill payers across Great Britain are surveyed.

Please contact for further details.