Customer satisfaction levels with energy suppliers plummet

Wednesday, 16 November 2011 07:30

An independent customer satisfaction report compiled by shows that customers’ views on the levels of service and value for money have fallen sharply in the past year.

For the eighth year in succession, SSE won the best energy company award with 69 per cent of its customers satisfied. npower remained bottom out of the big six for the fourth year in succession but did see the lowest drop in the satisfaction levels of its customers.

Following a series of double-digit gas price rises and inflation-busting increases in the cost of electricity from each of the big six suppliers as well as fines from Ofgem for some suppliers including a £1 million fine for British Gas for misreporting over renewable sources, customers levels of satisfaction have fallen for each of the big six suppliers.

Ann Robinson, Director of Consumer Policy at, said: “Price rises, fines and investigations have coupled with consumers' own experience to put customer satisfaction into reverse gear.

"Consumers are never going to be happy with suppliers when prices have gone up, but the biggest worry to my mind is that customer service seems to have suffered too – only half of all energy customers are happy with their supplier's service and that is unacceptable.”

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The number of customers satisfied with their energy supplier has fallen from 73 per cent last year to just 62 per cent this year. Exactly 50 per cent of customers are satisfied with the level of customer service they receive whilst 42 per cent, a drop of 17 per cent on last year believe they are being offered value for money.

Increased costs were, unsurprisingly the biggest gripe for consumers and there was an eight per cent drop to 44 per cent of customers who would be likely to recommend their supplier.

Tony Keeling, Director of Customer Services at SSE said: “Choosing an energy supplier is an important decision for a household and this award gives our customers the confidence in knowing the energy to their home is being supplied by a company committed to improving transparency in all areas of energy supply, simplifying tariff choices and ensuring better customer service and fair deals for all customers."

A spokesperson from npower said: We're committed to putting our customers first and continually improve our service – and we are already seeing results. Only last month, we scored highest for giving the best advice to customers about the cheapest energy deals in the Which? telesales report."  

Just one of the eleven areas questioned showed an increase in satisfaction levels and that was in online services. The report uses responses from over 5,000 energy customers.

Read more: The cheapest dual fuel energy tariffs from the big six suppliers

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