Consumer Perceptions of the Energy Market Q3 2022

Reports, plans and updates

Publication date

Industry sector

Supply and Retail Market

Licence type

  • Electricity Supply Licence
  • Gas Supplier Licence

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 2022 tracking wave. Fieldwork was carried out in July – August 2022.

It covers a range of topics including satisfaction with energy suppliers, satisfaction with the dimensions of customer service and experiences of suppliers and experiences of supplier’s support for consumers struggling with their energy affordability issues. The survey is conducted by Quadrangle Research on behalf of Ofgem and Citizens Advice. Each wave approximately 3000 domestic energy consumers across Great Britain are surveyed.

Please note the survey was not run in Q2 2022, so throughout this report comparisons are drawn between Q3 2022 and Q1 2022.

Key findings this wave are:

  • Two thirds of consumers are satisfied with their energy supplier in Q3 2022. This is now at its lowest level since tracking started in 2018.
  • Across various measures, consumers’ satisfaction with the customer service they receive from their energy supplier is now at the lowest level since tracking began – including customer service in general, contact ease and billing.
  • Of those who received support, just under half of credit meter consumers and just under two in three prepayment consumers were satisfied with the support provided by their supplier – prepayment consumers were more likely to report they received a help option from their supplier.

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