Consumer champion Which? has revealed the results of its annual satisfaction survey, and small gas and electricity firms have trumped the Big Six!
After surveying 8,000 energy customers, 30 companies (covering more than 90 per cent of that market in England, Scotland and Wales) have been ranking according to customer satisfaction. The Big Six (British Gas, EDF Energy, Eon, Npower, Scottish Power and SSE) all sit in the bottom third of the table whilst smaller, newer suppliers occupy both the top and bottom positions, showing that a company’s size is no guarantee of its performance.
Five small suppliers topped the rankings, with only tiny margins separating the top five companies: first-placed Octopus Energy, Robin Hood Energy and So Energy in joint second place, and Ebico and Tonik Energy in joint fourth position. All of these firms were rated the full five stars for value for money. Plus among them are the only firms to get top marks for bill accuracy, bill clarity and online customer service.
Octopus, which supplies more than 400,000 homes, was rated as good or excellent value for money by nine in 10 customers and 96 per cent of its customers gave it the same rating for online customer service.
So Energy was rated good or excellent value for money by an impressive 93 per cent of its customers – the highest proportion of any firm included. Plus its customers were most likely to rate the accuracy of its bills good or excellent compared with any other firm included.
Two of the top five – Robin Hood Energy and Ebico – are not-for-profit, while So Energy and Tonik Energy sell only tariffs backed by 100 per cent renewable electricity.
Check out a full list of the top 10:
1. Octopus Energy
2. Robin Hood Energy
3. So Energy
5. Tonic Energy
6. Ovo Energy
7. Utility Warehouse
8. Bristol Energy
9. Bulb Energy
The Big Six ranked as follows: SSE(22), EDF/Eon(23), British Gas(26), Npower/Scottish Power(27). Which? found less than one in five (18 per cent) Big Six customers are very satisfied with their supplier, compared with a third (33 per cent) of customers with medium and small suppliers.
For the full results, including how customers rank their energy supplier’s customer service, value for money, bills, complaints handling and more, go to: www.which.co.uk/energy-table
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