Energy Consumer Satisfaction Survey: July to August 2026 summary

Ofgem and Citizens Advice commissioned BMG Research to carry out the Energy Consumer Satisfaction Survey between 15 July and 7 August 2026. This is a summary report that presents emerging headline findings from the research. The full findings from this research will be published in Winter 2026.

Main points

• Overall satisfaction with suppliers has maintained its record high at 82%, in line with satisfaction from January 2026 (81%).
• Satisfaction with customer service continues to trend upward and is now at a record high, with 78% of consumers satisfied.
• Satisfaction with billing accuracy (81%) and when the bill is delivered (87%) remains stable, whilst more consumers report finding their bills easy to understand (84%) compared to January 2026.
• Among those who have fallen behind on their energy payments, 21% say they were not contacted by their supplier, down from 28% in January 2026.
• Satisfaction with suppliers’ value for money increases to 72%, compared to 69% in January 2026.

Methodology

The survey asked 3,707 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, standard credit customers, ethnic minority customers and digitally excluded customers were included to allow for more reliable analysis of these groups.

For more information about sampling methods, please refer to the previous Energy Consumer Satisfaction Survey technical report published alongside the main satisfaction report.

Note: some of the files attached below are not fully accessible. If you require an alternative format, please contact consumer.first@ofgem.gov.uk.