Smaller company, Ovo Energy, comes out as one of the top energy suppliers in the 2016 Which? energy satisfaction survey. Good Energy, Ecotricity, Ebico and Flow Energy also made it into the top seven companies, rated the highest by their customers. 

The survey results show that these smaller companies are ahead of Britain's Big Six energy suppliers, British Gas, EDF, Eon, Npower, SSE and Scottish Power. Npower came last again with a satisfaction score of just 41%.

Which? satisfaction survey 2016 results

In our customer satisfaction survey, Which? talked to 8,902 energy customers and rated 25 UK gas and electricity suppliers, in the biggest publicly available survey of its kind. We asked customers to rate their energy supplier on a range of measures, including customer service, value for money, clarity and accuracy of bills, how they deal with complaints and how their supplier helps them save energy.

Each energy supplier receives a customer score based on their overall satisfaction and the likelihood that they would recommend their company to a friend.

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England, Wales and Scotland - the results

Supplier Customer service Value for money Bills (accuracy and clarity) Complaints handling Helping to save energy
Which? customer
score
1. Ovo Energy
82%
2. Good Energy
81%
3. Ecotricity
77%
4. Ebico

n/a

76%
5. Utility Warehouse
75%
= Utilita
75%
7. Flow Energy

n/a

n/a

73%
8. Marks and Spencer Energy

n/a

69%
9. GB Energy Supply

n/a

n/a

n/a

66%
10. First Utility
63%
11. Green Star Energy

n/a

n/a

n/a

n/a

n/a

61%
12. iSupply Energy

n/a

n/a

n/a

58%
= Spark Energy

n/a

58%
14. EDF Energy
55%
15. British Gas
54%
16. Eon
53%
= Sainsbury's Energy
53%
18. SSE
52%
19. Extra Energy
47%
20. The Co-operative Energy
45%
21. Scottish Power
44%
22. Npower
41%

Northern Ireland - the results

Supplier Customer server Value for money Bills (accuracy and clarity) Complaints handling Helping to save energy
Which? customer
score
1. Budget Energy

n/a

n/a

n/a

n/a

65%
2. Power NI
55%
3. SSE Airtricity
49%

Notes

The Customer Score combines customers' overall satisfaction with their likelihood to recommend, and is not directly linked to the star ratings.

Overall averages - 54% for both GB and NI. This is weighted for the market share of each energy company.
'Helping you save energy' - a rating of how the supplier helps you to save energy.

'Complaints' - a rating of how well respondents felt the company was dealing with their complaints.
n/a - too few responses to give a rating.

Sample sizes: Ovo Energy (244), Good Energy (43), Ecotricity (56), Ebico (59), Utility Warehouse (129), Utilita (54), Flow Energy (43), Marks and Spencer Energy (63), GB Energy Supply (36), First Utility (277), Green Star Energy (31), iSupplyEnergy (32), Spark Energy (34), EDF Energy (875), British Gas (2,296), Eon (1,128), Sainsbury's Energy (153), SSE (1,062),  Extra Energy (106), The Cooperative Energy (158), Scottish Power (846), Npower (783), Budget Energy (31), SSE Airtricity (135), Power NI (83)

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Star ratings explained

We provide each company with a star rating for each measure. One star is the worst and five stars the best. The more stars a company has, the better. We looked at five core areas of satisfaction.

 
 

Customer service:

How well customers feel they are treated overall.

Value for money:

How the supplier is rated for value for money.

Bill accuracy and clarity:

How the energy supplier is rated for the accuracy of its bills, and the ease of understanding energy bills from that supplier.

Complaints:

How the supplier deals with customer's complaints.

Helping you save energy:

The supplier's efforts to encourage customers to be energy efficient.

The customer score combines overall satisfaction and likelihood of recommending to a friend.

 

Good news for small energy suppliers

Although smaller gas and electricity companies generally do better than household names, satisfaction with the smaller players isn't enough to pull the average overall satisfaction above 54% for both Britain and Northern Ireland.

Other small companies, including Green Energy UK and LoCO2 Energy did not make it into our table because we received too few responses from their customers.

Bad news for energy giants

Of the big six energy suppliers, EDF Energy came first with a customer score of 55%, while Npower comes last (again) with only 41%. You can find further information about how each company did in the survey by looking at our energy suppliers section.

You can find further information about how each company did in the survey by looking at our energy suppliers section.

What about Northern Ireland?

Northern Ireland's results are presented separately in the table. It is worth noting that the market is different in NI, hence why the results are presented separately.

The electricity market in Northern Ireland is regulated and electricity suppliers compete for customers. For gas, for now, customers in the Ten Towns area can only be supplied by Firmus Energy whereas in the Greater Belfast area they can choose between Firmus Energy and SSE Airtricity Gas Supply. We reveal ratings for four domestic NI suppliers below. We didn't receive enough responses in our survey about Electric Ireland or Firmus Energy. To compare prices, the Consumer Council for Northern Ireland publishes gas and electricity comparison tables on its website www.consumercouncil.org.uk/energy .

Our customer research

In September and October 2015 we surveyed 8,902 UK adults who pay for their household energy, about their experience with their gas and electricity suppliers.

The percentage customer satisfaction score is based on the responses consumers gave for both overall satisfaction and their likelihood to recommend the energy supplier to a friend. Both questions are given equal weighting, and only those giving a valid response to both questions are included in the analysis. The responses are analysed and scaled to give a rating from 0-100%.

Energy Customer Satisfaction Results

Tired of poor customer service from your energy supplier? See how customers rated 25 of the UK's gas and electricity suppliers in 2016.

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