Which? published its annual energy supplier ratings on 4 March 2023, based on a survey of 10,197 members of the public carried out in October 2022 and an assessment of suppliers' practices and procedures. Octopus Energy came top with a combined score of 78 per cent and was the only provider named a Which? Recommended Provider, for the sixth year in a row1. The average customer score across the firms rated was 54 per cent, down from 59 per cent in January 2022 and 64 per cent in 20211.
Which? rated 21 energy companies in Great Britain, covering more than 98 per cent of the market. The customer score is based on satisfaction and likelihood to recommend; the assessment of supplier practices covers support for vulnerable customers (40 per cent), complaints performance (30 per cent) and customer service (30 per cent)1. Octopus was the only provider to receive a five-star rating in any category, for usefulness of information about energy costs, and received four stars in every other category. Nearly nine in ten of its customers (87 per cent) said they would recommend it1. Octopus took on an additional 1.5 million customers from Bulb in December 20221.
Utilita came second with a combined score of 67 per cent, ranking higher in the assessment of supplier practices (75 per cent) than in the customer survey (59 per cent). Scottish Power came bottom of the practices assessment with 53 per cent, receiving just three points for complaints performance1. Shell Energy and SSE Energy Services came bottom of the customer survey with overall scores of 48 and 46 per cent respectively. Shell Energy received one star for value for money, and 47 per cent of its customers said they would recommend it, against an average of 61 per cent across all firms. SSE Energy Services received one star for three aspects of the survey, including clarity of communication about the energy market, and two stars for the remaining two; 54 per cent of its customers complained about an issue with their bill1.
A fifth (20 per cent) of customers in the survey had been moved to their current supplier when their former one failed, with Shell Energy customers most likely to have experienced this (45 per cent)1.
"While customers are choosing to stay put due to a lack of deals in the energy market, our research has found that some firms are falling far short of meeting their customers' needs during the cost of living crisis."
Why it matters for households
With few or no cheaper tariffs available, households have limited scope to switch away from a supplier they are unhappy with, so the service they receive from their existing provider carries more weight than usual. Which? notes that customers are "choosing to stay put due to a lack of deals in the energy market"1. The survey results give a comparative view of how suppliers handle complaints and customer service, and of how they support customers in need, which is relevant to households managing bills and seeking support.
The finding that a fifth of customers were moved to their current supplier after a failure points to how many households ended up with a provider they did not choose. Which? also states that firms should ensure customers on prepayment meters can access government support and be prioritised in smart meter roll-outs where appropriate1. Which? has not reported how individual suppliers performed on those specific measures beyond the scores above.
What happens next
Which? said it will be watching closely to see whether Octopus Energy can maintain its performance with so many more customers to look after, following the transfer of 1.5 million Bulb customers in December 20221. Which? has launched a cost of living campaign calling on essential businesses, including energy firms, to do more to support customers1. No further dates have been reported.