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Energy companies satisfaction survey 2020

See how your energy company compares and whether there is another firm which might be a better fit for you. This year we've added a new star rating for digital tools, check this if you'd prefer a supplier with a good online account app and other features, according to its customers.

England, Wales and Scotland - the results

Supplier WRP Bill accuracy Bill clarity Customer service Complaints handling Digital tools Value for money
Which? customer
score
1. Octopus Energy (153)
83 %
2. Ebico (60)

-
79 %
3. Bulb (377)
78 %
= Pure Planet (51)

-

-
78 %
5. People's Energy (53)

-

-
77 %
= Powershop (50)

-

-
77 %
7. Ecotricity (64)

-
75 %
= So Energy (92)

-
75 %
9. Bristol Energy (63)

-
73 %
= Co-operative Energy (122)
73 %
= Engie (54)

-

-
73 %
= Ovo Energy (164)
73 %
13. Green Network Energy (80)

-
72 %
14. Tonik Energy (88)

-
71 %
= Utility Warehouse (80)
71 %
16. Avro Energy (125)
70 %
= Flow Energy* (63)

-
70 %
18. Utility Point (88)

-
68 %
19. Outfox the Market (55)

-
67 %
20. Boost (66)
65 %
= Robin Hood Energy (44)

-

-

-
65 %
= Utilita (144)
65 %
23. iSupplyEnergy (49)

-

-
64 %
24. E (62)

-
61 %
= Eon (839)
61 %
= SSE (465)
61 %
27. British Gas (1,668)
60 %
= EDF Energy (570)
60 %
29. Shell Energy (167)
58 %
30. Npower (320)
57 %
31. Green Star Energy (79)
55 %
32. Ampower (52)
53 %
33. Scottish Power (389)
51 %
= Spark Energy (65)
51 %
35. Together Energy (52)

-

-
48 %

Northern Ireland - the results

Supplier WRP Bill accuracy Bill clarity Customer service Complaints handling Digital tools Value for money
Which? customer
score
1. Electric Ireland (91)
66 %
2. Budget Energy (50)

-

-

-

-

-
65 %
3. Power NI (298)
64 %
4. Firmus Energy (68)

-
62 %
= SSE Airtricity Gas (129)
62 %
6. SSE Airtricity Elec. (191)
61 %

Notes

Results base on an online survey of 8,353 members of the public in September 2019. Customer score is based on satisfaction and likelihood to recommend. Customers also rated aspects of service; these are presented as star ratings. We need at least 40 responses to give a result.

A dash (-) means too few responses to give a rating

Sample sizes in brackets.

Full WRP results at https://www.which.co.uk/reviews/energy-companies/article/best-and-worst-energy-companies

* Flow Energy is now part of Octopus Energy

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Star ratings explained

We calculate a star rating for each measure for each company. The more stars a company has, the better. We looked at four core areas of customers’ experience.

 
 

Bill accuracy and clarity:

Customers’ opinions on how accurate their energy suppliers’ bills are and easy they find them to understand.

Customer service (phone and online):

How well customers feel their suppliers deal with their queries.

Dealing with complaints:

How well customers feel that their complaints have been handled by their energy company.

Helping you understand and reduce energy consumption:

Customers’ opinion on their supplier's efforts to help them know how much gas and electricity they’re using, and how they could be more efficient.

Value for money:

The extent to which customers feel they get value for money from their supplier. This is not price.

Customer score:

Customers’ overall satisfaction and their likelihood to recommend their energy company to a friend if asked.
It is not directly linked to the star ratings.

 

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