Energy Consumer Satisfaction Survey: January 2025
Data
- Publication date
- Industry sector
- Supply and Retail Market
In January 2025 Ofgem and Citizens Advice commissioned BMG Research to run the latest wave of the Energy Consumer Satisfaction Survey.
In March 2025, we published interim findings of the January 2025 survey. This is a full report of the survey results.
Main points
- Overall satisfaction continues to rise - at 81% it’s the highest level on record for this survey, with dissatisfaction declining to its lowest level at 6%
- Satisfaction with customer service is at its highest since 2020, increasing from 71% to 74%, with the proportion of respondents who say they were neither satisfied nor dissatisfied decreasing to 16% from 18% in July 2024.
- Satisfaction with all customer service metrics including billing accuracy (80%) and billing understanding (82%) improved, up from 77% and 78% respectively in July 2024.
- Consumers’ experience of contacting their suppliers also improved, with 75% of those who contacted or tried to contact their supplier saying it was easy to contact them. This compares to 70% in July 2024.
- At 6%, the proportion of respondents that reported making a complaint to their supplier remains stable, while satisfaction levels with how the complaint was handled remain low at 44%.
- 29% of those who reported that they fell behind on energy bills for affordability reasons said they had no contact with their supplier about this, while only 14% reported that they were contacted proactively by their supplier and 55% said they contacted their supplier, all of which is consistent with July 2024.
Customer satisfaction with their supplier – supplier level findings
We committed to publishing more and better data in our Forward Work Programme 2024 to 2025 to enable more informed consumer choice and drive up customer service standards in the industry.
In line with this commitment, we’ve published two indicators of customer satisfaction for seven energy supply groups. These are 'overall satisfaction with their supplier' and 'satisfaction with the customer service they have received from their supplier'. These indicators are based on the current survey's data and can be found in a subsidiary document on this page.
This is the fourth time supplier-level indicators have been published from the Energy Consumer Survey Satisfaction Survey. Read the previously published July 2024 indicators.
The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying energy consumers across Great Britain (England, Scotland and Wales). The survey asked respondents to name their energy supplier, then asked questions about their experiences with that supplier. The satisfaction results are based on all respondents, regardless of whether they had been in contact with their supplier or not. The results do not provide an independent assessment of suppliers’ processes or practices.
Energy suppliers are also required by Ofgem's rules to publish their performance in the Citizens Advice Star Rating. Read about the Citizens Advice Star Rating and its methodology.
Methodology
Fieldwork for the survey was conducted from 6 January to 30 January 2025.
The data is based on surveying 3,854 domestic energy bill payers across Great Britain and asks respondents to provide their perceptions of the service delivered by their supplier. The survey used a mixed mode data collection, including face-to-face interviewing with digitally excluded respondents. Quotas were set on age, gender, region, Index of Multiple Deprivation (IMD), ethnicity and payment type to achieve a sample representative of households.
Sample boosts of prepayment meter, standard credit and ethnic minority customers were also included in this wave of the survey. These customers were boosted to increase the sample size and allow for more robust analysis of these groups.