Energy consumer experiences of customer service standards
- Publication type:
- Research
- Publication date:
- Topic:
- Consumer protection,
- Security of supply
Related links
Research with domestic energy consumers to understand their experiences when energy customer service standards (Guaranteed Standards of Performance) have not been met.
Main points
- Participants had low awareness of Guaranteed Standards of Performance.
- All participants had low expectations of customer service from their energy supplier because of previous experiences within a range of different sectors.
- There was widespread agreement that compensation is an important element of responding to service failings when guaranteed standards are not met.
- Service failings related to loss of supply were typically seen as the most severe.
- Participants focussed on the financial and emotional impacts of service failings when considering the severity of those failings not related to loss of supply.
- Views on the appropriate level of compensation varied widely amongst the sample.
Methodology
In December 2025, we commissioned Thinks Insights and Strategy to conduct qualitative research with domestic consumer that have experienced Guaranteed Standards of Performance failures to, along with industry and stakeholder engagement, help to inform our review of energy supplier Guaranteed Standards of Performance.
The research was also an opportunity to explore consumer experiences with:
- a limited number of areas where automatic compensation could be applied
- new connections to the electricity network, where distribution network operators have guaranteed standards
Qualitative research was conducted with 59 domestic energy consumers, through a facilitated online community and in-depth interviews, during January and February 2026. Participants from various demographics across Great Britain (England, Scotland and Wales) took part in the research.