Energy giants rated worst for customer service

Small energy suppliers have come out on top again for customer satisfaction while the biggest energy companies have been rated the worst. That’s according to a new survey by consumer […]

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By Priyanka Shrestha

Small energy suppliers have come out on top again for customer satisfaction while the biggest energy companies have been rated the worst.

That’s according to a new survey by consumer group Which? in their “biggest ever” energy company satisfaction survey, where more than 10,000 people were asked about their experiences with their suppliers.

Green energy supplier Good Energy topped the list with an overall score of 85%, highly commended for its customer service and energy efficiency advice, followed by Ecotricity.

For a second year running, npower and EDF Energy stood at the bottom of the table, scoring only 39% and 46% respectively, with npower dropping by 2% from last year’s score. Only two of the ‘Big Six’, E.ON and SSE scraped into the top ten, sharing joint ninth position (51%) and British Gas and Scottish Power in 11th place with 50%. First Utility, also in 11th place, received the lowest star rating of all suppliers for handling complaints.

Richard Lloyd, Which? Executive Director said: “Yet again customers have told us they are fed up with the way the biggest energy companies treat them but the complexity of energy tariffs makes it hard to shop around. The Government’s energy reforms need to go much further to increase competition so that suppliers are under pressure to raise their game and keep their prices in check. We want the switching process to be quicker and for energy prices to be set out in a way that allows people to spot the cheapest deal at a glance.”

The research also showed energy prices are the top financial concern for consumers, with more than half (54%) saying they don’t trust energy companies.