The Turbulent Relationship Between the Customer and Energy Suppliers

The Turbulent Relationship Between The Customer and Energy Suppliers We've delved into recent surveys and reports that explore customer satisfaction across the different UK energy suppliers. COMPLAINTS ENERGY SUPPLIER COMPLAINTS SURVEY 5% 9% Npower Scottish Power 9% Oct to Dec 2013 EDF 50% 10% EOn British Gas 17% SSE Npower received half the complaints (per 1000,000 customers) towards the big 6 energy suppliers, with SSE receiving just 5% Complaints mainly surrounded billing issues and direct debit payment THE BIGGER PICTURE - OVERALL CUSTOMER SATISFACTION 20 UK gas and electricity suppliers were rated based on a number of factors, including: Customer service Are customers treated in an acceptable manner? Value for money Do customers feel they are getting a good service for the money? Bill accuracy and clarity How easy are the bills to decipher, and how accurate are they? Complaints How well does the supplier deal with complaints? Energy saving Does the energy supplier encourage energy efficiency? .. Customer scores for the top 20 energy suppliers based on the opinions of over 8500 people Good Energy: 82% Ecotricity: 82% Utility Warehouse: 75% Ebico: 74% Ovo Energy: O 73% The Co-op Energy: C 64% Utilia: 63% Budget Energy: 63% First Utility: 58% Airtricity: 54% M&S Energy: 51% Spark Energy: 48% Sainsbury's Energy: O 45% Eon: C 45% Power NI: 45% EDF Energy: 44% Scottish Power: 41% SE: 41% British Gas: C 39% Npower: 31% Smaller suppliers storm ahead of major energy companies for overall customer satisfaction. Once again, Npower stands as providing the least satisfactory service 98% 51% The big 6 accounts for around 98% of the energy market, yet average at just 51% for customer contentment Complaints soar to a record high, yet 62% of home energy customers have never switched supplier. 62% Is now the time? SOURCES http://www.npower.com/home /help-and-support/contact-us / complaints/complaints-performance/ http://www.which.co.uk/switch/energy-suppliers/energy-companies-rated http://www.citizensadvice.org.uk/index/pressoffice /press_index/press_20140513.htm http://www.lovemoney.com/news/household-bills /gas-and-electricity/12755/the-uks-worst-energy-provider LOVE ENERGY SAVINGS