Energy Consumer Satisfaction Survey: January 2026 summary
- Publication type:
- Research
- Publication date:
- Topic:
- Consumer protection,
- Electricity supply,
- Gas supply
Related links
Our January 2026 summary findings about domestic energy consumers’ experiences of the energy market, including customer service and billing.
Ofgem and Citizens Advice commissioned BMG Research to carry out the Energy Consumer Satisfaction Survey between 5 January and 3 February 2026. This is a summary report that presents emerging headline findings from the research. The full findings from this research will be published in Spring 2026.
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, with 77% of consumers satisfied.
- While satisfaction with billing accuracy is in line with July to August 2025, ease of understanding bills (82%) and bill delivery timing (87%) have dropped since July to August 2025, though both remain consistent with January 2025 results.
- Consumers’ experience of contacting their suppliers and receiving information from them is consistent with July to August 2025.
- Among those who have fallen behind on their energy payments, 28% say they were not contacted by their supplier, up from 20% in July to August 2025.
- The proportion of respondents who report making a complaint remains stable at 2%.
Methodology
The survey asked 3,911 people across Great Britain (England, Scotland and Wales) about their energy supplier and the service they receive. The survey included online and face-to-face interviews.
To make sure the results reflect the population of domestic energy consumers, the survey included a mix of people based on age, gender, region, level of deprivation, ethnicity, and how they pay their energy bills. Additional interviews with pre-payment customers and standard credit customers were included to allow for more reliable analysis of these groups.