Octopus Energy Tops Annual Energy Ranking, British Gas Falls to Bottom
In the latest annual ranking of energy companies’ customer service, Octopus Energy has emerged as the frontrunner, while British Gas finds itself at the bottom of the list. The survey, conducted by consumer watchdog Which?, gathered the opinions of over 9,000 energy users in October.
Octopus Energy received the highest score of 73% and was the only company to receive a five-star rating for overall customer service. Ecotricity and E (Gas & Electricity) also impressed, scoring 72% and 71% respectively, and both achieved four stars for their customer service and communication about energy costs.
Conversely, British Gas, Boost, Scottish Power, Ovo Energy, Shell Energy, EDF Energy, E.ON Next, and British Gas fared poorly, all scoring below 60% in customer satisfaction. British Gas in particular was named the worst performer, receiving only two stars across various categories such as accessibility, value for money, and accuracy of energy payments.
The rankings are especially significant as households face a price cap of £1,928 per year for the average home, and prices are expected to remain high until the end of the decade. Which? has disclosed that a quarter of individuals who contacted their energy provider for assistance encountered difficulties. It emphasizes the importance of excellent customer service in light of high energy prices and limited opportunities for consumers to save money by switching suppliers.
Senior officials from Which? and Ofgem have both called for energy providers to improve their customer service standards. Rocio Concha, Which?’s policy and advocacy boss, stated that companies falling short of expectations should enhance their practices and prioritize effective communication with customers. An Ofgem spokesperson echoed this sentiment, stressing that poor customer service can prompt customers to switch suppliers.
British Gas responded to the survey, acknowledging that the data reflects a period up to a year ago. The company claims to have made significant investments in improving customer service, including the recruitment of 700 additional contact center agents and extended opening hours.
As the energy market becomes more competitive with increasing opportunities for switching, customers are advised to carefully evaluate their options based on factors that matter most to them, such as price, contract security, and customer service. Which? recommends considering providers like Octopus Energy, Ecotricity, and E (Gas & Electricity) who have received high customer satisfaction ratings and have been named Which? Recommended Providers.
The annual energy ranking serves as a reminder to energy companies to prioritize customer service, provide easy accessibility, and promptly address customer queries and concerns. With energy prices remaining high, consumers deserve the assurance of reliable and efficient service from their providers.
