Which? published its annual energy company assessment on 7 February 2023, naming Octopus Energy as its only recommended energy firm for the sixth year in a row1. For the first time, the consumer body made its behind-the-scenes assessment of supplier practices public and counted it towards each company's overall score, alongside customer survey results1.
The customer survey covered 10,197 energy customers in October 2022, who rated six areas of service, their satisfaction with their firm and how likely they were to recommend it1. Octopus Energy's customer score of 73% was well above the average of 54%, and it was the only company of 16 rated with any five-star ratings, awarded for the usefulness of its information about energy costs1. Utility Warehouse and Utilita achieved the next-highest customer scores, of 67% and 59% respectively1. SSE Energy Services, Shell Energy and Scottish Power received the lowest customer scores, all below 50%1.
The practices assessment covered 21 gas and electricity suppliers across three areas: handling complaints; customer service, including how and when customers can make contact and self-service help; and support for prepayment customers, those in vulnerable situations and those in financial hardship1. Octopus Energy scored highest with 82%, six percentage points ahead of the next highest-scoring firm, Ovo Energy1. Shell Energy came out top for customer service and Ovo Energy scored highest on support for those who need it most1.
"But this year we've made this assessment public and counted it towards each company's overall score."
Which? said the change reflected the importance of fair treatment during the cost of living crisis, and that with little or no choice in price between tariffs, and many customers moved to their current firm when a previous supplier failed, there is little incentive to switch1. Rocio Concha, Which? director of policy and advocacy, said some firms are falling far short of meeting customers' needs, and that providers must make it as easy as possible for customers to get in touch and seek support1.
| Measure | Highest scorer | Score or rating |
|---|---|---|
| Customer score | Octopus Energy | 73% (average 54%) |
| Practices assessment | Octopus Energy | 82% |
| Customer service (practices) | Shell Energy | Top in this area |
| Support for those who need it most | Ovo Energy | Top in this area |
Why it matters for households
The published practices score gives households a second measure beyond satisfaction: how a supplier handles complaints, contact and support for customers in financial hardship or on prepayment meters1. For a home trying to keep its energy arrangements stable, that is the part of a supplier's performance that shows up when something goes wrong, rather than in the monthly bill. Which? notes that switching supplier is off the cards for most customers at present, so the assessment is aimed at showing whether a household's existing supplier is supporting vulnerable customers and handling complaints and service issues1. The survey also found that many Shell Energy customers had not chosen to switch to it, having been moved when small suppliers stopped trading1.
What happens next
Which? said it is calling on essential businesses, including energy providers, to do more to support customers through the cost of living crisis, to keep customer service running smoothly, and to ensure prepayment customers can access government support and are prioritised for smart meters so that financial support can be delivered automatically rather than through vouchers1. No further dated steps were reported1. Households wanting to compare how suppliers handle complaints and customer service can read the site's energy supplier customer service ratings and complaints data, and those affected by a supplier's handling of an issue can follow the process set out in complaining about an energy supplier.