Big Six energy suppliers still failing customers

The latest annual Which? energy company satisfaction survey shows that the Big Six suppliers are continuing to provide a poor level of customer service, with smaller providers  topping the table for a fifth year in a row.

Our research has revealed that the vast majority of people we surveyed are still with the Big Six suppliers (87%), and of the 8,902 people we surveyed, just 10% had switched energy provider in the past year.

Three of the Big Six providers failed to meet the overall average customer score of 53% and Npower has, for the sixth year running, scored the lowest customer satisfaction score with 41%. Npower was closely followed by Scottish Power (44%), The Co-operative Energy (45%), Extra Energy (47%) and SSE (52%).

The other Big Six providers – Eon (53%), British Gas (54%) and EDF Energy (55%)- also only just beat the average customer score.

For the fifth year running, the smaller energy providers top the table, with OVO Energy on top with a score of 82%, closely followed by Good Energy (81%) and Ecotricity (77%).

Our Fairer Energy Prices campaign is calling for the Competitions and Market Authority (CMA) to fix the broken energy market and ensure that energy providers are providing an improved service to their customers. Our survey once again shows that too many energy providers are failing on the basics of customer service such as dealing with complaints or ensuring bills are clear and accurate.

Which? executive director, Richard Lloyd, said:

“Once again the smaller energy suppliers are leading the way when it comes to customer satisfaction, leaving the Big Six providers in their wake. With energy customers facing big bills this winter, energy companies need to up their game andprovide the service their customers deserve.

“We hope the competition inquiry into the energy market proposes radical ways to shake up the energy market and find ways to ensure millions of people can switch to better deals while also protecting vulnerable customers from paying over the odds.”

Consumers looking for a better deal can compare deals with Which? Switch, a transparent and impartial way to compare energy tariffs and find the best gas and electricity provider for your needs.

Notes to editors:

  1.   Energy Satisfaction survey
  2.    In October 2015, we asked 8,902 people what they thought of their energy company. We asked them to rate it based on customer service, value for money, clarity and accuracy of bills, how it helps them save energy and deals with complaints. We then asked how satisfied they were overall, and whether they would recommend their energy company to a friend – this then forms the customer satisfaction score.
  3. You can see a full list of the results online here:


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