20 January 2023 , 00:01
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The best and worst energy firms have been revealed as campaigners call on firms to do more to protect struggling customers.
Octopus Energy came top in the Which? annual customer survey with a combined score of 78% based on customer feedback and an assessment by the consumer champion.
The energy provider was also the only company to get a five-star rating in any category and nine in ten customers said they would recommend it as a supplier.
Utilita came in second place with a total score of 67%, while Utility Warehouse was third with and received a combined rating of 65%.
At the other end of the scale, Scottish Power came last on 51% and received just three points for its complaints performance.
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Which? looked at energy companies to see how their customer service fared (Getty Images)This was just behind both E.on Next and SSE who scored 57% and 58% respectively.
Which? surveyed 10,197 members of the public in October 2022 to help come up with the results of this survey.
The average customer score was 54% this year - lower than it was in January 2022 (59%) and 2021 (64%).
The consumer champion also conducted an in-depth assessment of suppliers' practices and procedures in three areas.
This includes how well they conduct customer service, how they deal with complaints and how they support customers in need.
Which? combined both customer feedback and its own assessments to create a combined score.
You can see a full list of how all the energy firms ranked below.
Which? recently launched a cost of living campaign calling on essential businesses - including energy firms - to do more to support their customers.
It comes after Citizens Advice revealed a worrying three million people on prepayment meters were cut off last year because they couldn't afford to top up.
Rocio Concha, Which? director of policy and advocacy, said: “While customers are choosing to stay put due to a lack of deals in the energy market, our research has found that some firms are falling far short of meeting their customers' needs during the cost of living crisis.
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“Providers must make it as easy as possible for customers to get in touch and seek support when they need it - or customers will vote with their feet and switch away when this becomes an option.”
Full list of best and worst energy suppliers
- Octopus Energy: Customer score 73%; Which? score 82%; TOTAL SCORE 78%
- Utilita: Customer score 59%; Which? score 75%; TOTAL SCORE 67%
- Utility Warehouse : Customer score 67%; Which? score 64%; TOTAL SCORE 65%
- Co-op Energy : Customer score 56%; Which? score 72%; TOTAL SCORE 64%
- Bulb : Customer score 54%; Which? score 72%; TOTAL SCORE 63%
- Ovo Energy : Customer score 50%; Which? score 76%; TOTAL SCORE 63%
- EDF Energy : Customer score 53%; Which? score 71%; TOTAL SCORE 62%
- Boost : Customer score 52%; Which? score 71%; TOTAL SCORE 61%
- British Gas : Customer score 52%; Which? score 68%; TOTAL SCORE 60%
- Sainsbury's Energy : Customer score 54%; Which? score 63%; TOTAL SCORE 59%
- Shell Energy : Customer score 48%; Which? score 68%; TOTAL SCORE 58%
- So Energy : Customer score 57%; Which? score 60%; TOTAL SCORE 58%
- SSE Energy : Customer score 46%; Which? score 69%; TOTAL SCORE 58%
- E.on Next : Customer score 51%; Which? score 63%; TOTAL SCORE 57%
- Scottish Power : Customer score 49%; Which? score 51%; TOTAL SCORE 59%
- E - N/A didn't return supplier questionnaire
- M&S Energy - N/A received too few responses
- GEUK - N/A received too few responses
- Outfox the Market - N/A received too few responses
- Good Energy - N/A received too few responses
- Ecotricity - N/A received too few responses
A Shell Energy spokesperson said: "Customer feedback is really important to us, as it helps to shape the significant investment we are making in our customer experience.
"We’re disappointed by the Which? rating given the strong recognition we’ve received from customers through our Citizens Advice scores, customer reviews on Trustpilot, and our Resolver award for exceptional customer care."
A Scottish Power spokesperson said: “While we’re pleased to see the survey recognising the improvements made in our customer service and payment accuracy scores, we’re disappointed that it fails to recognise the extensive support and advice we’ve provided to customers during the cost of living crisis, our best practice activities for vulnerable customers, as well as our award-winning customer app.”