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Campaigns | Broken energy market

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Big Six still failing energy customers

22nd January

Our latest energy company satisfaction survey shows that customers are still getting a raw deal from the dominant Big Six suppliers, with smaller providers scoring much higher for the fourth year in a row.

The six largest companies, which account for around 90% of the market, can all be found towards the bottom of our table. For the fourth year running Npower has scored the lowest with just 35%, rating the worst for its complaint handling and customer service, followed by Scottish Power (41%), EDF Energy (49%), British Gas (49%), Eon (50%) and SSE (50%). ScottishPower and Npower both fall well below the GB industry average of 48% in our survey. 

Smaller suppliers lead on satisfaction

The top spot has been awarded to Ecotricity with a score of 84%, closely followed by Good Energy (82%), Ebico (81%), Ovo Energy (80%), Utility Warehouse (76%) and Flow Energy (73%) - all are smaller independent providers. In our last three annual surveys we have seen smaller suppliers ranked higher than their Big Six counterparts.

Spark Energy was the only smaller energy supplier to score as poorly as the Big Six, with a score of 50%.

Our survey found suppliers are still falling down on the basics of customer service such as dealing with complaints or ensuring bills are accurate and clear.

Radical remedies needed

Our executive director, Richard Lloyd, said: 'For the fourth year running, smaller suppliers are wiping the floor with the Big Six on customer service.  The large energy firms, which dominate the market, need to up their game as millions of customers deserve better.'

He added: 'We need the Competition and Markets Authority to propose radical remedies to fix this broken market. Instead of waiting for the outcome of the competition inquiry, companies should make immediate improvements to help restore trust among their long-suffering customers.'

People are turning their backs on the Big Six to join smaller suppliers. If you think you might be missing out on the cheapest energy deal you can use Which? Switch to compare energy prices.

Energy suppliers customer satisfaction scores


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First Utility reaches one million

In a step towards breaking the dominance of the Big Six, First Utility is the first independent energy supplier to hit one million customer accounts.
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