Energy Consumer Satisfaction Survey: Insights from July 2024

The newest Energy Consumer Satisfaction Survey for July 2024 was ordered by Ofgem and Citizens Advice. This survey gives important details about how energy customers feel across Great Britain. BMG Research carried out the survey, which shows that there are improvements in customer satisfaction, billing, and customer service. However, it also points out problems that still exist. The report includes answers from more than 3,750 households. It gives a clear picture of what energy customers care about and how suppliers are doing in the energy market.

Overall Satisfaction Trends

The latest wave of the Energy Consumer Satisfaction Survey shows that overall satisfaction is going up. It reached 78% in July 2024, up from 73% earlier this year, in January and February 2024. This increase is also linked to fewer people feeling neutral about their satisfaction. The number of consumers who felt neither satisfied nor dissatisfied dropped from 17% to 14%.

Dissatisfaction levels stayed the same at 8%. This shows that the rise in satisfaction came from people who used to feel neutral. This trend highlights a good change in how people feel. It is probably caused by improved services and better communication from energy companies.

Customer Service: Progress and Gaps

Satisfaction with customer service improved a lot. It went up from 66% in early 2024 to 71% in July. This is back to levels we saw in 2021. It shows that energy firms are working hard to recover from the problems caused by the energy crisis.

Despite this progress, areas of concern remain:

• 17% of consumers still have trouble reaching their energy supplier. This is a small drop from 19% in January-February.
• Long wait times and mixed results still make it hard to handle complaints well. As a result, satisfaction with how complaints are handled remains low at 47%.

Suppliers known for great customer service are Octopus Energy and Utility Warehouse. Both companies did better than average based on the survey results.

Billing Accuracy and Ease of Understanding

The survey showed that how accurate the bills are and how easy they are to understand are very important for keeping energy consumers happy.

• 77% of people said they are happy with how accurate their bills are. This went up from 74% earlier this year.
• 78% of customers found their bills easy to read. This high satisfaction has stayed the same since the survey began in 2018.

These changes are important for building trust with people who pay energy bills at home. This is especially true now, when clients want to see more clear information about energy bills and fees, such as exit fees.

Prepayment and Standard Credit Customers

The survey added more prepayment and standard credit customers. This way, we could get better insights about these groups. Here are the main findings:

• Satisfaction for prepayment meter customers went up from 68% to 80%. This is a big achievement.
• On the other hand, standard credit customers feel less satisfied. They rated customer service at 66%. Support for managing overdue payments is even lower, with only 18% of vulnerable customers being contacted by their suppliers.

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These ideas show that energy firms need to connect better with people who have financial challenges.

Support for Vulnerable Customers

One important part of the survey looked at how much support people get when they have money issues. Out of those who ran out of credit or were behind on payments, 18% said their suppliers reached out to them for help. However, 27% said they had no contact at all.

Suppliers like EDF Energy and British Gas did not do as well as the average in Great Britain. They need to work harder to meet rules. This will help them gain more trust from their customers.

Supplier Performance: Satisfaction Metrics

Overall Satisfaction with Energy Suppliers

The July 2024 Energy Consumer Satisfaction Survey showed important information about how happy energy consumers are in Great Britain. The table below highlights the main results. It compares how the suppliers did against the national average, which is 78% satisfaction.

Key Takeaways:

• Octopus Energy topped the list, reaching a high 87% satisfaction rate, which is much higher than the GB average of 78%.
• Utility Warehouse also did well, with a satisfaction rate of 85%.
• On the other hand, suppliers like EDF Energy and Scottish Power had a harder time, with satisfaction rates of 70% and 71%, and they also saw more unhappy customers.

Satisfaction with Customer Service

The survey also looked at how happy customers are with customer service. Sadly, many suppliers did not meet expectations in this area. The table below shows how well they performed:

Key Takeaways:

• Octopus Energy topped the list with 79% satisfaction in customer service.
• Utility Warehouse did well, with a 74% satisfaction rating for customer service.
• EDF Energy and OVO Energy had lower scores, both reaching only 61% satisfaction, the lowest of all the suppliers.

Insights from the Survey

• High-Performing Suppliers: Octopus Energy and Utility Warehouse have consistently done better than others. This shows how important good communication and helpful support can be.
• Underperforming Suppliers: EDF Energy and Scottish Power need to do better in customer service and billing accuracy. This will help them meet the needs of their customers.
• Consumer Expectations: People want clear billing and easy understanding. Suppliers that focus on being clear and communicating well will keep leading in the industry.

Regulatory Actions and Future Outlook

Regulators like Ofgem are working hard to make the energy sector more clear and efficient. They publish supplier performance data and use the Citizens Advice Star Rating. These help consumers to make better choices.

Future surveys will likely look at how market changes affect energy bills. They will also focus on how these changes help vulnerable customers.

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Are You Happy with Your Energy Supplier? If Not, What Should You Do?

Many people in Great Britain are not happy with their energy supplier. They are facing issues like bad customer service, incorrect bills, and not enough help for those who need it most. This dissatisfaction is making many consider changing their energy supplier. If you feel unhappy with your current supplier, switching could help you find better service, lower prices, and a plan that fits you better.

Why Switch Energy Suppliers?

Switching energy suppliers can give you many benefits:

• Lower Energy Bills: Many people switch to get lower prices or fixed-rate plans. These plans protect them from changing market prices.
• Better Customer Service: High-quality suppliers, like Octopus Energy, provide better service than others, such as EDF Energy.
• More Renewable Energy Options: Some suppliers have green tariffs that attract eco-friendly consumers.
• Tailored Tariffs: By switching, you can find plans that fit your needs, whether you use a prepayment meter or prefer a standard credit plan.

How to Switch Energy Suppliers

Switching energy suppliers in the UK is straightforward and can often be completed within minutes. Follow these steps:

1. Review Your Current Energy Usage and Bills

Look closely at your energy bills. Check your energy usage, payment type (like direct debit or prepayment meter), and current tariff. This information is important for comparing suppliers.

2. Use a Price Comparison Website

• Visit a price comparison website to compare rates from different energy companies.
• Enter your energy usage details to get a precise quote.
• Look for suppliers that provide better rates and improved customer satisfaction.
• Check for features like no exit fees.

3. Choose a New Energy Supplier

• After you find a deal that fits your needs, choose your new supplier.
• They usually take care of the switching process for you.

4. Notify Your Current Supplier

Your new supplier will reach out to your current one to set up the change. You will need to give a final meter reading. This helps with correct billing.

5. Pay Your Final Bill

• Make sure your old supplier gives you a final bill.
• Check if there is any balance left to pay.
• If you have paid too much, you will get a refund.

6. Monitor the Switch

The switch will take around 21 days. You will still have access to energy supply during this time. If any problems come up, your new supplier will take care of them.

Tips for a Hassle-Free Switch

• Check for Exit Fees: Some fixed-rate plans may have extra charges for leaving. Confirm these costs before you make a change.
• Look at Customer Reviews: Use tools like the Citizens Advice Star Rating to check supplier performance data and avoid problems.
• Consider Green Tariffs: If you care about the environment, choose suppliers that provide renewable energy options.
• Switch Before Winter: Energy prices usually go up when it gets cold. Switching early can help you save money.

FAQs About Energy Consumer Satisfaction