NEWS

Ofgem research has found energy customer satisfaction is at record levels, with suppliers making vast improvements. How has this happened? 

It’s hard to believe, but the data doesn’t lie. Ofgem’s latest Energy Customer Satisfaction Survey has discovered that customer satisfaction levels are at a record high – only two years after they were at a record low. So how has this happened? Let’s take a deeper dive into Ofgem’s figures to try and find out.

The survey

In October 2024, Ofgem released the preliminary findings from its regular Energy Customer Satisfaction Survey. The full results will be published later this year.

3,750 UK energy bill payers were surveyed to compile this report. They were asked how they rate their energy supplier and the service they receive. They were also questioned about their financial situation and how they budget for energy bills.

Here are the headline stats:

• 78% of customers said they were satisfied with their energy supplier (the joint highest level since tracking began)
• 71% of consumers are satisfied with the customer service their supplier delivers
• 78% find their bills easy to understand

Contacts and complaints

The report by Ofgem found that customers find dealing with their suppliers easier than in recent times. 70% of bill payers find contacting their supplier ‘easy’, compared to 65% saying this six months ago. 

8% of customers found they had to make a complaint, which is the same number as in Ofgem’s January/February customer satisfaction survey. 47% of complainers had their problem resolved to their satisfaction. Again, this figure is unchanged from the last poll.

Improved support

So, how has this happened? One reason is that suppliers have become more proactive in how they deal with their customers. They now try to meet them where they are, rather than waiting for the customer to come to them with a problem.

18% of customers (compared to 12% in the last survey) have been contacted by their supplier about support. For example, this could be because they’re falling behind on their bills. 

Overall, however, the main reason is that energy suppliers have finally decided to invest in customer service. They’ve hired new staff and trained them well, so they can give customers the advice and support they need. Technology such as AI can help them provide self-service options for customers with smaller issues. Meanwhile, they’ve been tolerant with customers during the recent energy price crisis. It is good to see.

The role of smart meters

Smart meters have also played an essential role in raising customer satisfaction levels.

Smart meters have made bills more accurate – and it’s not gone unnoticed. 77% of bill payers believe their bills are more accurate now, while 78% find them easy to understand. 

On the other hand, one in three smart meter users (35% to be exact) report that they’ve had an issue with their smart meter in the last three months. This is a worryingly high number. That said, 72% of consumers surveyed said they’re satisfied with their smart meter.

Good news

So there you have it. Customers have never been happier with their energy suppliers – including their smart meters. Let’s hope suppliers can continue striving to improve their customer service and keep those numbers rising. 

We’ll be sure to keep you updated.