DPA

Energy companies certainly know how to make themselves unpopular - customer satisfaction has plummeted across all suppliers over the past 12 months.

Just half of all energy customers are satisfied with customer service, 8% lower than last year, according to the latest independent Customer Satisfaction Report from uSwitch.com. So which suppliers are the worst offenders?


All of Britain's big six energy suppliers have seen a drop in the number of customers who are satisfied, following 12 months of price hikes, fines and turbulence in the energy market - compared to last year when customer satisfaction was at all-time high.

Scottish and Southern Energy was voted best supplier for the 8th time in a row while npower scraped in last for the 4th year running, despite seeing the smallest drop in customer satisfaction out of all the suppliers.

EDF Energy suffered the biggest blow in overall customer satisfaction, losing 15%, plunging it three places into 5th position. Despite freezing its prices until March this year, protecting customers from a winter price hike, it saw a drop both in perceived value for money and customers likely to recommend it to a friend.

Price hikes
Energy prices are at the core of dissatisfaction as the area showing the biggest nosedive in customer satisfaction is 'value for money' – demonstrating the impact of the 21% or £224 increase in energy prices in the last 12 months. Just 42% of customers are now satisfied with the value for money their supplier gives – a massive 17% drop on last year.

Confidence and trust has fallen too as fewer people are likely to recommend their supplier this year compared with last - while just over a third of customers (36%) are satisfied that their supplier has them on their best deal, 9% less than last year.

Out of 11 categories covering all aspects of energy suppliers' service, the only area to see an improvement was suppliers' online services.

Poor service
Ann Robinson, director of consumer policy at uSwitch.com, says: "The greenshoots of improvement we saw last year have wilted under the spotlight glare that the energy industry has been under this year. Price rises, fines and investigations have coupled with consumers' own experience to put customer satisfaction into reverse gear.

"The important thing for customers to understand is that there is no excuse for putting up with bad service, poor value for money or with a nagging doubt that your supplier does not have you on their best deal. There have been many consumer-friendly initiatives this year with many more to come, but if you are not happy speak to your supplier.

"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 £420 on your energy bill, but switching is also the one thing that suppliers consistently do well. "