The number of customers satisfied with their energy supplier has reached a record high, according to the latest independent Customer Satisfaction Report from
uSwitch.com, the independent price comparison and switching service.
A second year of price cuts, competitive energy deals and improved customer service has seen energy suppliers' customer satisfaction levels soar to an all-time high, says uSwitch.com.
But, despite a range of improvements, only 58 per cent of people are satisfied with customer service and only 45 per cent are satisfied that their supplier has them on their best deal:
• Satisfaction rockets: 20 per cent increase in customer satisfaction levels since October 2006 - satisfaction reaches an all time high of 73 per cent
• Second year of price cuts: but still only 59 per cent of energy customers think they are getting value for money
• Recommended: just over half of consumers (52 per cent) would recommend their energy supplier to somebody else, a 7 per cent increase on last year
• Best provider: SSE (Scottish and Southern Energy) wins the consumer vote for the 7th time in a row - almost eight in ten customers (79 per cent) are satisfied
• Worst provider, but biggest improver: npower stays bottom of the class for the 3rd year running, but still sees an 11 per cent improvement in its satisfaction rating making it the biggest improving supplier this year
• Biggest mover: ScottishPower shoots up from 5th to 3rd place after improving customer satisfaction levels by 10 per cent in the last year.
Almost three quarters of energy customers (73 per cent) are satisfied with their supplier - an eight per cent increase on last year and a 20 per cent improvement since 2006.
However, while overall satisfaction has soared there are still pockets of concern for consumers. These include customer service and the certainty of getting a good deal from their supplier.
Just 58 per cent of energy customers are satisfied with their supplier's customer service - a six per cent increase on last year, but still disappointingly low, says
uSwitch.com.
Despite suppliers going head-to-head on online prices over the last few years, just 45 per cent of customers are satisfied that their supplier has them on their best deal. And while 59 per cent now think their supplier offers value for money, only 52 per cent would recommend their supplier to somebody else.
The survey also shows that energy customers' priorities are low prices, value for money, accurate billing and good customer service.
With prices falling by £102 or eight per cent since the beginning of 2009 and improvements made to billing services, suppliers have made some big strides.
However,
uSwitch.com says there is more to be done and customer service remains a thorny issue yet to be adequately tackled.
“Satisfaction levels have increased across the board and they should be applauded for that,” said Ann Robinson, Director of Consumer Policy at
uSwitch.com.
“However, while socks have been pulled up, customers are still feeling let down in areas such as customer service and value for money. The fact is that more work still needs to be done and it's vital that suppliers keep up the momentum.
"Worryingly, only 45 per cent of energy customers are satisfied that their supplier has them on their best deal. The most competitive plans are online and these are around £250 a year cheaper than standard plans - a lot of money for consumers to lose out on.
“The Government is pushing for suppliers to display their cheapest tariffs to customers on their energy bills - this would go some way to improving transparency.
"If you are still unhappy with the service you are getting then it's time to look around for a better deal. Not only could you save up to £530 on your energy bill, but switching is also the one thing that suppliers consistently do well."
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