Energy Consumer Satisfaction Survey: January 2026
Our January 2026 findings about domestic energy consumers’ experiences of the energy market, including customer service and billing.
In January 2026, Ofgem and Citizens Advice commissioned BMG Research to run the latest wave of the Energy Consumer Satisfaction Survey.
In March 2026, we published the summary of headline findings from this research. This is a full report of findings.
Main points
- Overall satisfaction with suppliers has stabilised at 81%, in line with satisfaction from July to August 2025 (82%).
- Satisfaction with customer service remains at an all-time high of 77%, but has fallen among those who contacted their supplier in the last three months (81%) compared to July to August 2025 (86%).
- While satisfaction with billing accuracy is consistent with July to August 2025, ease of understanding bills (82%) and bill delivery timing (87%) have dropped since then, though both remain consistent with January 2025 results.
- Among those who have fallen behind on their energy payments, 28% say they had no contact with their supplier, up from 20% in July to August 2025.
- Fewer recall receiving information from their supplier in the last six months (63%) compared to July to August 2025 (67%), though satisfaction with the information received remains stable (84%).
Customer satisfaction with their supplier: supplier level findings
In our Forward Work Programme 2026–27, we committed to monitoring supplier performance through analysis of consumer market movements.
In line with this commitment, we have published two indicators of customer satisfaction for seven energy supply groups. The two indicators 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 sixth time supplier-level indicators have been published from the Energy Consumer Survey Satisfaction Survey. Read the previously published July to August 2025 indicators.
The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying energy consumers across Great Britain. 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 5 January to 3 February 2026.
The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying 3,911 domestic energy bill payers across Great Britain (England, Scotland and Wales). The survey used a mixed mode data collection, including face-to-face interviewing with digitally excluded respondents. Quotas were set on age, gender, region, ethnicity, Index of Multiple Deprivation (IMD) and payment type to achieve a sample representative of households.
Sample boosts of prepayment meter and standard credit 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.