A new comparison of energy suppliers has revealed a clear gap between firms that deliver strong customer service and those that leave households frustrated. The annual Which? rankings show that some smaller providers are performing well above the biggest names in the industry.
The top spot this year goes to E (Gas & Electricity), which achieved the highest overall score in the assessment. According to Which?, the company impressed customers in several areas, including clarity of bills and ease of getting in touch. Nearly nine in 10 people surveyed said they would recommend it to others.
At the other end of the table, some of Britain’s largest suppliers finished with some of the lowest scores.
Scottish Power, EDF and British Gas all received overall ratings below 60%, placing them among the poorest performers.
Scottish Power was ranked last with a score of 56%, with the survey finding that customers were unhappy with how complaints were handled. EDF followed with 58%, and British Gas finished third from the bottom on 59%.
Which? said it spoke to almost 12,000 customers across September and October as part of its annual review, looking both at consumer experiences and the behind-the-scenes policies of 17 firms.
Emily Seymour, Which?’s Energy Editor, said the results highlight the divide between companies offering good value and those that need to improve.
She said: “Our research shows that while four suppliers are outshining the competition, some big firms – including Scottish Power, EDF and British Gas – are letting their customers down.
“With fixed tariffs now reliably cheaper than the energy price cap, there is no need for customers to put up with poor value for money or shoddy customer service. Any suppliers falling short need to improve or their customers will vote with their feet.
“Anyone who is unhappy with their provider should shop around and move to a supplier with a cheaper fixed tariff and better customer service.”
British Gas owner Centrica responded to the findings, saying it is investing heavily in improving customer service.
A spokesperson said: “Our investment in customer service is delivering results. Complaints have fallen over 20% each year for the past two years, and both Uswitch and UKCSI (UK Customer Satisfaction Index) have acknowledged the progress we’re making.
“We know there is always more to do, and we are continually looking at ways to make further improvements for our customers.”
The company also highlighted extended call-centre hours and a dedicated support line for vulnerable households.
EDF also said it is working on improvements. A spokeswoman said: “EDF notes the findings of Which?’s latest survey and is committed to continuing to improve the service we provide to our customers.
“While the research highlights areas where we need to go further, it also reflects strengths in how we support customers who need additional help. This is consistent with feedback we see elsewhere, including our excellent Trustpilot rating of 4.8, based on more than 154,000 five-star reviews from customers.
“We are focused on building on these strengths and continuing our efforts to deliver improvements.”
A spokeswoman for Scottish Power said the firm preferred the methodology used by Citizens Advice, adding: “The independent Citizens Advice scorecard is the customer service gold standard with a much more robust and transparent methodology used to assess firms’ performance.
“It shows sustained, high-quality delivery for our customers, reflecting the huge investments we’ve made improving and enhancing our service – also highlighted by customers themselves in the Which? survey.”
