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UK's most loved energy company ranking packs a surprise

Which? compiled the ranking by asking consumers about their energy companies' value for money, customer service, bill accuracy and digital tools. Photo: Getty

Octopus Energy has topped the table in a new ranking of energy firms in an annual customer satisfaction survey.

The challenger brand, which specialises in sustainable energy, came in at number one for the second year in a row with an 83% customer score in a survey of over 8,000 people by consumer group Which? Octopus Energy, which supplies more than a million homes, received five-star ratings for billing accuracy, customer service, and complaints handling.

Challenger brands to the UK’s biggest energy firms dominated the top of the rankings with only a small margin separated the next five energy companies, according to Which?, with Octopus energy followed by Ebico, Bulb Energy, Pure Planet, People’s Energy, and Powershop.

They all received extremely high scores for billing accuracy, the survey found.

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None of Britain’s six biggest energy companies — British Gas (CNA.L), E.On (EOAN.DE), EDF (EDF.PA), Npower, Scottish Power, and SSE (SSE.L) (now part of Ovo) — made it into the top 20, all finishing lower down the table.

The lowest ranking of the ‘big six’ was Scottish Power at number 33, with a customer satisfaction rating of only 51%.

A third of British Gas customers, three in 10 with Scottish Power, and around a quarter of EDF, E.On, Npower, and SSE customers reported experiencing a problem within the last year, according to Which?

In comparison, just over one in 10 (11%) Octopus Energy customers said they had a problem with their provider.

Octopus Energy received five-star ratings for billing accuracy, customer service, and complaints handling. Photo: Lisa Scott/Octopus Energy

SSE and E.On were the highest-scoring among the biggest energy firms, coming in joint 24th place with smaller firm E, all receiving a customer satisfaction score of 61%.

As the UK’s biggest energy firms were pushed down the table, three newcomers ranked within the top six. People’s Energy, Powershop, and Pure Planet all entered the market within the last three years and they were all rated very highly for billing accuracy, and well on bill clarity and value for money, equalling more established rivals. 

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Natalie Hitchins, head of home products and services at Which?, said: “Customers shell out hundreds, sometimes thousands, of pounds a year on their gas and electricity bills so it is right that they expect good service from their energy supplier.

“If you are one of the many customers out there who feels their supplier is falling short, consider moving to one that can offer a better service as well as cheaper prices – you could save hundreds of pounds a year.”

Top 12 UK energy companies for customer satisfaction

  1. Octopus Energy, 83%

  2. Ebico, 79%

  3. Bulb Energy, 78%

  4. Pure Planet, 78%

  5. People’s Energy, 77%

  6. Powershop, 77%

  7. Ecotricity, 75%

  8. So Energy, 75%

  9. Bristol Energy, 73%

  10. Engie, 73%

  11. Ovo Energy, 73%

  12. Green Network Energy, 72%