Ecotricity and Good Energy are the top energy suppliers, according to the 2015 Which? Switch energy satisfaction survey, followed by Ebico, Ovo and Utility Warehouse.

The results show that small providers are streets ahead of Britain's six biggest energy suppliers, British Gas, EDF, Eon, Npower, SSE and Scottish Power. Npower languished at the bottom of the table with a customer satisfaction score of just 35%.

Which? satisfaction survey 2015 results

Our Which? Switch survey rates 22 UK gas and electricity suppliers through the biggest publicly available survey of its kind. It gathers opinions from more than 9,000 energy customers and rates energy suppliers on a range of measures including customer service, value for money and accuracy of bills.

Each energy supplier receives a customer score based on their overall satisfaction and the likelihood they would recommend it 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. Ecotricity
84%
2. Good Energy
82%
3. Ebico

n/a

81%
4. Ovo Energy
80%
5. Utility Warehouse
76%
6. Flow Energy

n/a

73%
7. The Co-operative Energy
61%
8. Marks and Spencer Energy
57%
8. Sainsbury's Energy
57%
10. First Utility
54%
11. Extra Energy

n/a

n/a

52%
12. SSE
50%
12. Eon
50%
12. Spark Energy
50%
15. British Gas
49%
15. EDF Energy
49%
17. Scottish Power
41%
18. Npower
35%

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

61%
2. Firmus Energy

n/a

53%
3. Airtricity
51%
4. Power NI
48%

Notes

Table notes: The Customer Score combines customers' overall satisfaction with their likelihood to recommend, and is not directly linked to the star ratings. 'Helping you save energy' is a rating of how the supplier helps you to save energy, and 'Complaints' is a rating of how well respondents felt the company was dealing with their complaints. (-) too few responses to give a rating.

Sample sizes: Ecotricity (73), Good Energy (77), Ebico (89), Ovo Energy (344), Utility Warehouse (160), Flow Energy (64), The Cooperative Energy (193), Marks and Spencer Energy (125), Sainsburys Energy (95), First Utility (100), Extra Energy (41), SSE (1,187), Eon (1,171), Spark Energy (61), British Gas (2,345), EDF Energy (969), Scottish Power (974), Npower (908), Budget Energy (40), Firmus Energy (46), SSE Airtricity (69), Power NI (116)

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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.

 
 

The supplier star rating for customer service is shown against each tariff on the Which? Switch results page, so that you can take this into account when comparing energy prices.

 

Good news for small energy suppliers

Though smaller gas and electricity companies generally do better than household names, Spark Energy doesn't do as well as the other smaller suppliers.

But satisfaction with the smaller players isn't enough to pull the average overall satisfaction above 48% for Britain (49% for Northern Ireland).

Other small companies, including Green Energy UK, Green Star Energy 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, Eon and SSE come first with a customer score of 50%, while Npower comes last with only 35%.

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 four 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 the fifth supplier, Electric Ireland. To compare prices, the Consumer Council for Northern Ireland publishes gas and electricity comparison tables on its website www.consumercouncil.org.uk/energy .

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.

The supplier star rating for customer service is shown against each tariff on the Which? Switch results page, so that you can take this into account when comparing energy prices.

Our customer research

In September and October 2014 we surveyed 9,404 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%.

What's different about Utility Warehouse?

While Utility Warehouse (UW) scores highly in our survey, it is worth mentioning that it operates a different marketing model from other suppliers. UW makes use of distributors (or agents) who receive commission for signing up new customers.

27% of respondents in our survey admitted to either being an agent for UW or receiving a discount for recommending someone else. If we took those these 'agents' out, UW's customer score would drop slightly from 76% to 73%.

Cut your energy bills with Which? Switch

Our customers are currently saving an average of £245 a year on their gas and electricity bills. This is an average figure, so many customers save a lot more.

This figure is the average estimated annual saving for customers who applied to switch suppliers through Which? Switch between 1 October 2014 and 31 December 2014.

Energy Customer Satisfaction Results

Tired of poor customer service from your energy supplier? See how customers rated 22 of the UK's gas and electricity suppliers in 2015.

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