Octopus Energy completed its takeover of Shell Energy Retail on 1 December 2023, according to Ofgem's supplier level satisfaction report published on 22 March 20241. The report states that its survey fieldwork took place before the takeover, so Shell Energy Retail appears in the results as a separate entity1.
The findings come from the Energy Consumer Satisfaction Survey, a survey of GB domestic energy consumers commissioned by Ofgem and Citizens Advice1. Results were weighted by age, gender, region, Index of Multiple Deprivation, ethnicity and payment type, and tested at a 95 per cent confidence level1. Suppliers with fewer than 100 respondents are not shown1.
| Supplier (base) | Satisfied or very satisfied, overall | Satisfied or very satisfied, customer service |
|---|---|---|
| GB average | 69% | 62% |
| British Gas (1063) | 67% | 61% |
| EDF Energy (355) | 61% | 54% |
| E.ON / E.ON Next, including Sainsbury's Energy (543) | 69% | 60% |
| Octopus Energy, including Cooperative Energy, M&S Energy and London Power (583) | 84% | 76% |
| OVO Energy, including SSE and Boost Energy (379) | 61% | 57% |
| Scottish Power (267) | 62% | 55% |
| Shell Energy Retail (153) | 61% | 56% |
| Utilita (153) | 75% | 64% |
Ofgem said overall satisfaction with suppliers was stable compared with the previous wave in November and December 2022, while satisfaction with customer service had fallen, with both measures well below the tracking peaks recorded in 2019 and 20201. The report notes that the data reflects customers' perceptions and does not provide an independent assessment of suppliers' processes or practices1.
"The survey took place before Shell Energy Retail was taken over by Octopus Energy, and so Shell Energy Retail are included as a separate entity. The takeover occurred on 1 December 2023."
Why it matters for households
For households moved from Shell Energy Retail to Octopus Energy, the satisfaction figures describe two different suppliers at a single point in time rather than a before and after comparison. Shell Energy Retail recorded 61 per cent overall satisfaction and 56 per cent on customer service, against a GB average of 69 per cent and 62 per cent1. Octopus Energy recorded 84 per cent and 76 per cent, the highest of the eight supply groups shown1. The survey does not measure how customers felt after the transfer, and no post-transfer satisfaction figures for the combined customer base have been reported.
Satisfaction scores sit alongside other factors in a household's energy independence, including how easily an account can be managed, how billing and payments work, and what support is available. The report does not cover tariffs, contract terms or service levels after the transfer. Households in Northern Ireland are not covered by these figures, as the survey covers Great Britain domestic consumers only; the separate market there is set out in energy suppliers in Northern Ireland.
What happens next
No further steps are set out in the report. Ofgem has committed to publishing more information on supplier customer service standards, with the aim of enabling more informed consumer choice to drive up standards, and points to its Forward Work Programme 2024/25 Consultation for detail1. No date has been reported for the next wave of the survey.