Big energy firms slated by Which? consumer survey

By Michael Stones contact

- Last updated on GMT

Dim performance: the big six energy firms were slated by consumers. Don't miss your free place at our webinar tomorrow
Dim performance: the big six energy firms were slated by consumers. Don't miss your free place at our webinar tomorrow

Related tags: Energy efficiency deployment, Energy savings, Customer, Energy conservation, Customer service

The big six energy suppliers have been slated for poor customer service in a survey by consumer watchdog Which?

The annual survey of Britain’s top 100 big brands revealed energy giant Npower at the bottom of the list, as judged by 3,621 UK consumers. Energy savings are the subject of the Food Manufacture Group’s one-hour, free webinar​, which takes place tomorrow (September 18) at 1100 GMT. See more details below.

The consumer group’s research revealed that all of the big six energy companies languished in the bottom fifth of the table. None scored more than two stars for making customers feel valued. Npower was judged the worst with a customer score of just 57%, replacing Ryanair which was bottom of the table last year.

Second from the bottom was Scottish Power, with a customer rating of 58%.

‘Hit rock bottom for customer service’

Richard Lloyd, Which? executive director said: “The big six energy companies have now hit rock bottom for customer service and, with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.

“Good companies know the value of customer service, so it’s disappointing that some of our biggest firms seem to have a lot to learn about keeping their customers happy. This survey should be a wake-up call for the companies with the lowest customer scores.”

The big six energy companies are: British Gas, EDF Energy, Npower, E.ON UK, Scottish Power and SSE.

Read the full Which? survey here​.

Meanwhile, don’t miss your free place at our free to attend, online seminar – Energy savings opportunity scheme (ESOS): switching on to savings. The webinar – sponsored by energy consultant JRP Solutions – will explain the implications of new EU legislation requiring mandatory energy audits and uncover the scope for all food and drink manufacturers to make savings.

Mandatory energy assessments

From December 2015, all firms with 250 employees or more will be required to carry out mandatory energy assessments. While realising the savings identified by the report will not be compulsory, large-scale food and drink manufacturers are predicted to save tens of thousands of pounds in cutting energy bills.

Taking part in the webinar will be the boss of leading independent cheese producer Wyke Farms and speakers from the Food and Drink Federation (FDF) and the government’s Energy Efficiency Deployment Office. See the full list of speakers below.

Reserve your free place at the online seminar here​. Once registered, delegates can listen to the webinar at any time, any number of times, after its broadcast. There is no limit on the number of people who can register to attend the webinar.

The session will end with a questions and answers. Delegates can put a question to our expert panel on the topic of ESOS or energy savings during the webinar, or in advance by emailing it to


Webinar panel:

• Richard Clothier, md of Wyke Farms

• Martin Adams, ESOS team leader, Energy Efficiency Deployment Office

• Steve Reeson, FDF head of climate change and energy policy

• Jes Rutter, md JRP Solutions

Register for the webinar here​.

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