Best Energy Supplier 2018 are Almost all Small Energy Suppliers 

The results of the annual UK energy satisfaction survey, published by Which? , has revealed that the big six are no longer the favoured brands for happy customers.

The top10 positions in the league tables were all occupied by small and medium energy suppliers, proving again that small suppliers are offering excellent customer service, as well as great value for money.

Top of the table was Octopus Energy, who were the only provider to achieve five stars from their customers in every area. Customers said their phone and online customer service, complaints handling and efforts to help them understand their energy use was good or excellent in all cases. Their low level of complaints and speed  at which they responded to email enquiries helped them achieve the top spot.

Down at the bottom, there’s a change from last year. This is the first year for many years that npower have not been last in the league. Whether this shows an improvement in their efforts, or simply that others are doing worse, remains to be seen. All the big six suppliers were in the bottom third of results, with only a few points separating them all.

The results of the survey

In a survey of 8,000 UK energy users, the consumer’s association ranked 30 energy companies in England, Scotland and Wales, as well as six of the seven suppliers in Northern Ireland. Although the surveyed companies represent less than half the companies currently operating in the UK, they cover around 90% of the market.

Questions looked at issues such as billing, value for money and customer service. They also asked whether they feel the company helps them to understand and reduce their energy use, as well as how they handle any complaints.

The top 10companies on the Which? ranking were:

1. Octopus Energy – 80% satisfaction score

2. (=) Robin Hood Energy – 78% satisfaction score
2. (=) So Energy - 78% satisfaction score

4. (=) Ebico - 76% satisfaction score

4. (=) Tonik Energy - 76% satisfaction score

6. Ovo Energy - 74% satisfaction score

7. Utility Warehouse - 73% satisfaction score

8. (=) Bristol Energy - 72% satisfaction score

8. (=) Bulb Energy - 72% satisfaction score

8. (=) Ecotricity - 72% satisfaction score

All the top 10 were small or medium suppliers, showing a high level of customer care and business management in the challenger energy sector. Conversely, the big six all sat in the bottom third of the table.

The best of the big six was SSE, who were ranked 22nd with a 58% satisfaction score. EDF and Eon were just behind, in joint 23rd with a 57% satisfaction score. British Gas fell to 26th with 56%, and npower and Scottish Power were joint 27th with just 54% customer satisfaction.

Only SSE achieved a four star rating in customer service, but despite being the best of the big six, there are only a handful of percentage points in it. This shows that customers find very little choice between the large suppliers, and overall don’t like them very much.

Only two small suppliers ranked worse than the big six; Spark Energy, who ceased trading since the survey was conducted, and Solarplicity who achieved a score of just 44%satisfaction. Which? said that many customers of Solarplicity said customer service were poor or very poor, and that one third (34%) had reported an issue with customer service in the past two years.

Just one Which? recommended supplier

Only one company was this year awarded the coveted Which? recommended provider (WRP) award, and that was Octopus Energy. It’s the second year running that they’ve achieved WRP status, and was the only company surveyed to pass all of their stringent assessments.

Robin Hood, although second in the league table, apparently missed out on WRP status due to poor performance in Which’s own assessment of their service. This assessment includes things like waiting times and complaints, both numbers and handling.

So Energy also missed out due to issues raised in their procedures and practices assessment, and Ebico and Tonik Energy scored below average in both assessments. Utility Warehouse and Boost Energy were also close contenders, having scored well in the customer survey, but both lost out in the pricing assessment conducted by Which?

Our team of energy market consultants can guide you through the steps to enter the UK energy market.
 
Whether you’re looking for electricity and gas systems or support on starting an energy supply company, Dyball Associates Ltd can help.