Small Energy Suppliers Provide More Customer Satisfaction
Which? has revealed the results of their annual customer satisfaction survey, with good news for customers of small energy firms. They surveyed 8,000 energy customers about the customer service of their gas and electricity providers.
The results reveal that small providers are doing a much better job of satisfying their customers than the larger suppliers.
Smaller Suppliers Offering Better Service than Big Six
The energy supplier survey discovered that a third of customers of small or medium-sized suppliers were ‘very satisfied’. Only 18% of those signed up with Big Six suppliers reported the same level of satisfaction.
When ranking the suppliers individually, the survey found Octopus Energy, who supply over 400,000 households, provided the most customer satisfaction. Their overall score for customer satisfaction was 80%, with not far off nine-tenths ranking them as good or excellent value. That score bumped up to an incredible 96% for their online customer service alone.
Fellow small suppliers So Energy and Robin Hood Energy were joint second with Ebico and Tonik Energy not far behind. The worst ranked energy provider was Solarplicity, with an overall satisfaction ranking of 44%.
None of the Big Six – British Gas, ScottishPower, EDF Energy, E.ON, Npower or SSE – scored higher than 58% overall.
Switching Supplier Options Increase Importance of Customer Satisfaction
Smaller suppliers obviously have an advantage with less customers to provide satisfactory customer service to. However, most of the bigger suppliers have also annoyed many customers recently with price hikes and less than ethical behaviour.
There was the recent PR disaster because of the standard variable rates customers are rolled onto once their contract ends. These significantly higher rates often end up targeting the most vulnerable members of society. The Government’s recent price cap was brought in to specifically deal with this issue.
The Managing Director of Home Products and Services at Which?, Alex Neill, said,
“All energy companies should be working to give their customers competitive prices and excellent customer service. If you are not getting a good deal, you should look to switch, as you could potentially save over a hundred pounds and get a much improved service.”
Switching supplier has never been easier with online compare and switch options available with no obligation.
Which? Customer Satisfaction Criteria
The Which? researchers scored each supplier over a variety of measures related to customer satisfaction. Their system involved the awarding of stars for each level of satisfaction their customers felt.
The first measure was bill accuracy and clarity. Customers were asked to rate how accurate their energy bills were and also how easy they were to understand. Another measure was general customer service, such as how queries were dealt with both online and via phone. A similar measure asked customers to rank their supplier according to how well they handled complaints.
In addition to these standard measures, Which? also quizzed customers about how their supplier helped them minimise energy usage. They were asked to rank the supplier’s efforts to help them understand energy consumption and efficiency. The final measure was the simple matter of value for money.
To learn more about your options for switching energy suppliers, contact Business Save and their team of highly experienced energy experts.