Consumer Perceptions of the Energy Market Q3 2021

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 Q3 2021 tracking wave. Fieldwork was carried out in September-October 2021.

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 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 consumer.first@ofgem.gov.uk for further details.