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Small energy suppliers outdoing Big Six, according to Which? survey

The i logo The i 21/01/2019 Chloe Hamilton
a close up of a sign © Provided by Johnston Publishing Ltd

Tiny energy companies are outdoing the Big Six, according to Which?’s annual satisfaction survey.

Five small suppliers topped the rankings, which were based on a survey of 8,000 people across the UK.

Octopus Energy, which supplies more than 400,000 homes, came in first place, with nine out of 10 customers rating it as good or excellent value for money. 96 per cent of its customers gave it the same rating for its online customer service.

Not far behind Octopus were four other small suppliers: Robin Hood Energy, So Energy, Ebico, and Tonik Energy.

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British Gas, EDF Energy, Eon, Npower, Scottish Power, all appear in the lower third of the table

Small suppliers in Northern Ireland were similarly successful with Budget Energy and Electric Ireland both receiving four stars for bill accuracy, customer service - both on the phone and online - and value for money.

Bottom of the table

The Big Six, however, found themselves at the bottom of the ranking.

British Gas, EDF Energy, Eon, Npower, Scottish Power, all appear in the lower third of the table, with none of the six receiving an overall customer score higher than 58 per cent. Npower and Scottish Power were both the lowest ranked and each received two-star ratings for their complaints handling.

A smart meter is displayed on a  wooden surface near mug and spoon and a kettle which is being switched on by a hand. The meter is giving a digital reading of energy consumption. COPY SPACE © Photography Firm A smart meter is displayed on a wooden surface near mug and spoon and a kettle which is being switched on by a hand. The meter is giving a digital reading of energy consumption. COPY SPACE

The survey also found that less than one in five Big Six customers are very satisfied with their suppliers, compared with a third of customers with medium and small suppliers.

Value of customer service

Alex Neill, Which? Managing Director of Home Products and Services said: “Our survey shows the importance of value for money and good customer service - energy suppliers delivering both to their customers tend to be thriving, while the Big Six and other poorly-ranked firms are paying the price for not giving customers what they want.

“All energy companies should be working to give their customers competitive prices and excellent customer service. If you’re 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.”

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