Commenting on the latest Energy Consumer Satisfaction Survey commissioned by Ofgem and Citizens Advice, Energy UK’s chief executive Dhara Vyas said:
“It’s very pleasing to see overall satisfaction at record levels and continuing improvements in relation to billing, customer service and ease of contact.
“When the gas price crisis pushed up UK energy bills to unprecedented levels, there was a huge increase in the number of customers getting in contact to seek help. That level of demand has remained since with prices remaining high and energy debt standing at nearly £4 billion and suppliers have invested millions of pounds to meet this challenge.
“As well as financial support for customers, this has meant training up new teams to handle calls that have increased in complexity as well as numbers and investing in new technologies to better support customers.
“It’s good news that those efforts are paying off and suppliers will work to continue improving the service they provide to their customers.”
- Overall satisfaction continues to rise, reaching 81%, the highest level on record for this survey, with dissatisfaction declining to its lowest level at 6%.
- Satisfaction with customer service was at its highest since 2020, increasing from 71% to 74%, with the proportion of respondents who said they were neither satisfied nor dissatisfied decreasing to 16% from 18% in July 2024.