Npower is the lowest scoring energy company in the latest Which? Switch energy customer satisfaction survey.
Earning a customer score of just 27%, Npower not only got the worst satisfaction score of all nine energy companies in the survey, but also has the dubious honour of getting the lowest score for any company in any industry ever surveyed by Which?
You can read full results of the latest Which? Switch survey in our energy customer satisfaction survey results. You’ll also find advice on how to cut your energy costs and how to switch to a better energy supplier.
Small energy companies impress
Excellent customer service and clear bills helped smaller companies come top of the league, with newcomer Good Energy getting an impressive customer score of 79%, closely followed by Utility Warehouse (75%) and Ebico (73%).
Which? members felt they got value for money, but these smaller suppliers do charge significantly more for gas and electricity than the ‘big six’ suppliers: British Gas, Npower, Scottish Power, Scottish and Southern, EDF and Eon.
Our energy suppliers section gives you full details of all UK energy suppliers – from big names such as British Gas and Npower through to smaller companies such as Good Energy and Utility Warehouse.
Switch suppliers for better service
Overall, a worrying 43% of Which? members reported problems with their energy supplier in the last year. The most common complaint concerned direct debits – 24% of gas and 19% of electricity customers complained theirs had been set too high.
Which? chief executive Peter Vicary-Smith said: ‘With the arrival of spring, energy suppliers might have hoped for a thawing of public opinion; but this survey shows they’ll have to do more than cut their prices once in a blue moon to win consumers over.
‘We’re not asking the earth – we want energy bills to be clear and easy to understand, and we want the Big Six to up their game when it comes to customer service. Consumers need to play their part too – don’t just put up with appalling service; vote with your feet and take your business elsewhere.’
Which? is campaigning for clearer bills – find out more about our energy campaign.
Lower your gas and electricity bills
You can compare energy prices and switch to a new gas and electricity supplier on Which? Switch. People who switched with us between 1 October and 31 December 2013 are predicted to save an average of £234 a year on their bills.
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