Small Energy Suppliers beat the big companies, and Octopus Energy is dethroned from top spot of the Which? Energy companies’ satisfaction survey

Fierce competition

Off the top spot

Octopus energy, who is now one of the UK’s biggest energy suppliers with 1.5 million customers, slipped to second place but was one of just two suppliers who were named ‘recommended suppliers’ by Which.

The challenger suppliers beat the 'big' suppliers yet again

Customers of the smaller ‘challenger’ suppliers were shown to be far more satisfied with their supplier than those who use the traditionally larger suppliers. All of the former ‘Big Six’ languished at the bottom of the rankings for another consecutive year.

Poor customer service, inaccurate billing and bad complaints handling were the main causes of their poor positions. Npower came bottom of the pile with a customer satisfaction score of just 54%, while the likes of British Gas, Scottish Power, Eon and EDF made up the rest of the worst.

In contrast, the rest of the best energy suppliers included Avro Energy which top the third spot, People’s Energy, Pure Planet, So Energy and Utility Warehouse.

“Year after year, challenger and small energy companies outperform the traditional providers in our satisfaction survey – delivering better customer service and offering excellent value for money. There are impressive energy companies, from small firms such as Outfox the Market to rapidly expanding companies like Octopus Energy, so customers do not have to put up with substandard service from any provider,” Natalie Hitchins, head of home products and services at Which?

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