Energy Consumer Satisfaction Survey: July to August 2025

In July and August 2025, Ofgem and Citizens Advice commissioned BMG Research to run the latest wave of the Energy Consumer Satisfaction Survey.

In October 2025, we published the summary of headline findings from this research. This is a full report of findings.

Main points

• Overall satisfaction continues to rise, reaching 82%, the highest level since the survey began, whilst dissatisfaction remains at its lowest level at 6%. 
• Satisfaction with customer service is at its highest level since the survey began in 2018, increasing from 74% in January 2025 to 76% in July and August 2025. 
• Satisfaction with other customer service metrics has increased, including billing accuracy (82%) and billing understanding (85%), up from 80% and 82% respectively in January 2025. 
• Consumers’ experience of contacting their suppliers also improved, with 77% saying it was easy compared to 75% in January 2025. 
• Of those who reported that they fell behind on energy bills for affordability reasons, 20% said they had no contact with their supplier about this, which has dropped from 29% in January 2025.   
• Customers who were contacted by their supplier for support increased from 14% in January 2025 to 20% in July and August 2025, while the proportion of respondents who said they contacted their supplier remained stable at 58%.  

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 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 fifth time supplier-level indicators have been published from the Energy Consumer Survey Satisfaction Survey. Read the previously published January 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 16 July to 13 August 2025.

The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying 3,790 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, 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.