Do you want to know which energy company has been ranked the best in 2019? Then look no further.
Customer satisfaction is a big thing to consider when deciding which energy company to go with. If you choose a company that has a good track record when it comes to customer satisfaction, you are more likely to enjoy a stress-free and all-round better experience when it comes to managing your energy supply. Whilst many people’s first concern when choosing their energy supplier is how much they are going to be paying for gas and electricity, customer satisfaction also ranks highly in people’s concerns.
Here we examine which companies get the most positive feedback from their customers. We will also look at the companies who are rated the lowest. The results are quite surprising, with many of the Big Six suppliers ranking very poorly for customer satisfaction. The best results for customer service have gone to some of the smaller energy suppliers.
The results are based on the Which? Energy Survey 2019. This is the biggest survey of its kind, rating 30 different companies with data gathered from over 7,000 UK energy customers. The survey looks at six different categories:
Here we look at the best energy companies in 2019:
1 – Octopus Energy
Octopus Energy topped the charts, receiving five starts for every category and an overall customer score of 80%. The company, which was only launched in 2016 but has already attracted over 400,000 customers, has won the Which? Recommended Provider award for two years running. They offer customers a wide range of tariffs, including an electricity deal using 100% renewable energy. Their deals are also some of the cheapest in the UK, and switching is made easy as none of their tariffs charge exit fees.
2 – So Energy
So Energy came in joint second, scoring five stars in each category except for customer service over the phone and helping customers reduce their energy usage, for which they scored four stars. They received an overall customer score of 78%. So Energy is also a relatively new company, offering customers 100% renewable electricity. They even allow their customers to choose which sources their electricity is coming from, by voting in an online poll. The company also has some of the cheapest electricity deals on the market, and at 93% had the highest number of customers rating their value for money as good or excellent.
2 – Robin Hood Energy
Robin Hood Energy was neck and neck with So Energy, scoring five stars for its value for money and receiving an overall customer score of 78%. The firm, which is owned by Nottingham City Council, is a not-for-profit company supplying gas and electricity to households as well as businesses. They have a range of tariffs, some of which are highly competitive, and they recently moved all of their tariffs over to 100% renewable energy.
4 – Tonik Energy
Tonik Energy came in joint fourth, scoring five stars for bill accuracy, online customer service and value for money. It received an overall customer score of 76%. The Birmingham-based company is another small firm that offers 100% renewable electricity tariffs. They offer advice and information on how to save money on their energy bills, and they also help their customers produce their own green energy.
4 – Ebico
Also joinng Tonik in 4th place was Ebico, another not-for-profit energy company. Any profits the company makes is put into projects that aim to affect people living in fuel poverty. In the survey they received five stars for their online customer service and value for money and scored 76% overall. Their most successful tariff on offer is Ebico Zero, which has no exit fees of standing charges, so you pay just for what you use.
Here we look at the worst energy companies for 2019:
1 – Solarplicity
Solarplicity was rated as the worst energy company out of a total of 30 suppliers in the 2019 survey. It was the only firm in the list that received only one star for any category, getting the lowest rating for four of them – customer service (over the phone and online), complaints handling and helping customers save energy. It received an overall customer score of 44% – the only supplier in the rankings that scored lower than 50%. The company offers 100% renewable electricity tariffs and they promise to be cheaper than any of the Big Six suppliers. In fact, value for money was their highest rated category, scoring three stars, as some of their tariffs have been some of the cheapest on the market over the last year. However, Solarplicity was banned by Ofgem from taking on any new customers in February due to its poor customer service.
2 – Spark Energy
Spark Energy was rated as the second worst energy supplier this time round. It scored three stars for its value for money, and just two stars for every other category. It received an overall customer score of 52%. One of the biggest complaints was poor customer service over the phone, which often involved long waiting times. Spark Energy ceased trading in November 2018 but was taken over by Ovo Energy, who carried on using the Spark brand name and their customer service staff.
3 – npower
npower was rated the joint third worst energy company of the year. It scored two stars in each category and got an overall customer satisfaction score of 54%. One of the Big Six energy suppliers, npower had previously been rated as the worst energy supplier in the UK but has slightly climbed the rankings this year. One of the main complaints customers had was their bills were too high – it was only one of two companies to score two stars for its value for money, along with British Gas. Last year, some of their tariffs were £300 more expensive than the cheapest deals on the market.
3 – Scottish Power
Scottish Power was also third worst. Like npower, it received an overall customer score of 54%. Another of the Big Six energy suppliers, Scottish Power provides gas and electricity to over 5 million homes in the UK. The company had the highest number of complaints out of any of the major energy suppliers last year, although they also had the quickest response times of the Big Six. Scottish Power has recently sold its gas plants and closed its coal-fired power stations, now supplying the majority of its energy from renewable sources.
5 – British Gas
British Gas came 26th out of 30 suppliers. One of only two energy companies to be rated two stars for its value for money, it received an overall customer score of 56%. British Gas is the biggest energy supplier in the country with around 15 million customers. However, the company has been losing customers recently, with over 700,000 people switching away from the firm last year. Most of these customers had cited high prices as reasons for leaving.
Once again, the Which? Energy Survey has revealed that the Big Six energy companies are some of the worst performing when it comes to customer service and value for money. SSE was the best rated out of the Big Six, but still only received a customer satisfaction score of 58%. All of the major UK suppliers were in the bottom third of the table.
Since competition in the UK’s energy market was opened up, many smaller suppliers have challenged the major firms. Apart from a couple of exceptions, smaller suppliers are consistently rated higher for customer service and value for money. Nearly all of the cheapest gas and electricity tariffs can be found with the smaller companies. To see how much you could save, use our energy price comparison service to see a list of the best energy suppliers and their cheapest tariffs. It only takes a few minutes, and you can switch today to start saving money for tomorrow.