Boost supplies pay-as-you-go customers only, and says its ‘mission is to create PAYG energy that works around you’. It currently serves more than 300,000 homes.
It was launched in 2017, when Ovo Energy split out its prepayment energy business to ‘better serve customers’. Boost supplies both traditional and smart prepayment meters.
Customers with smart meters can top up via a smartphone app, which also lets you schedule automatic top-ups, put money aside for winter, and track your energy use.
It offers 50% renewable electricity, and its tariffs have no exit fees.
Boost customer score
Boost came joint-20th out of 35 energy companies rated by 7,355 members of the public in the annual Which? energy companies customer satisfaction survey.
Customers were generally positive about its customer service and complaints handling. However, they were less enamoured with its value for money. The top-scoring firms were rated better by customers on all of those measures.
Boost score breakdown
The graphic below shows the breakdown of Boost’s scores from our latest survey.
Which? verdict on Boost
It’s only the second time we’ve been able to include Boost in our annual energy company survey. It scores well on some measures we asked its customers to rate, and gets a fair rating on others.
Boost's customers gave its highest ratings for customer service and how it handles complaints. Both were rated good overall. Only the very top-scoring firm in our survey achieved a better rating for customer service.
Parent company Ovo, and jointly ranked rival Utilita, also got a good four-star rating for customer service.
Despite Boost’s positive customer-service rating, it has some work to do when it comes to picking up the phone promptly. It was among the slowest of the firms included in our 2019 snapshot , taking more than 17 minutes on average to answer the phone.
The fastest firm – So Energy – answered the phone in just 38 seconds on average, while the slowest kept customers waiting more than 20 minutes.
In the first half of last year, Boost received an above-average number of complaints from its customers, according to energy regulator Ofgem’s data, compared with the other firms included in our survey.
However, it was among the best for resolving them quickly. It solved 85% of complaints on the same or next working day between January and March 2019, and an impressive 92% in that time over the following three months.
It solved more than 99% of complaints within two months.
Customers weren’t as enthusiastic about other aspects of its service, though, including digital tools. While Boost provides a dedicated app, customer feedback rated its digital tools ‘fair’ overall.
While Utilita and Ovo achieved the same star rating, the best brands in our survey got four stars for their digital tools.
Boost customers rated it ‘fair’ for value for money. It doesn’t promise big savings, but ‘to be 100% here for you’ – perhaps explaining why customers rate its service better than its value in our survey.
Pros: Quick to resolve complaints
Cons: Slow to pick up the phone in our snapshot investigation