Scottish Power's overall customer service satisfaction rose by eighteen points over six months, to a net score of +56, according to Which? research published on 24 February 2025. The consumer body said the supplier now performs around the sector average, after its customers reported fewer problems when contacting it.
Of Scottish Power customers who made contact, 71 per cent were satisfied and 14 per cent were dissatisfied, giving the net satisfaction score of +561. The proportion of Scottish Power customers reporting at least one problem with customer service fell from 55 per cent in May 2024 to 46 per cent in November 20241.
Which? said the improvement was not confined to the headline measure. "We also saw similar levels of improvements across all our other satisfaction metrics for Scottish Power, meaning they now perform around the sector average," it wrote1.
"Scottish Power has improved significantly over the last six months, with their overall customers' satisfaction rising eighteen points from six months prior."
Across the energy sector as a whole, net satisfaction reached +58, a seven point rise on six months earlier, when it stood at +511. Which? reported that 72 per cent of customers who made contact were satisfied with their overall experience and 15 per cent were dissatisfied1. Just over a third, 36 per cent, of those making contact reported at least one problem, down from 42 per cent in May 20241.
The sector's weakest area remained the time taken to reach an adviser who could help, where net satisfaction was +48, with 67 per cent satisfied and 20 per cent dissatisfied1. Net satisfaction for how long it took to get an answer to an issue or query was +52, an improvement of six points over six months1. Among all customers making contact, 14 per cent reported waiting a long time on the phone before speaking to an adviser and 10 per cent said they were passed between departments without a helpful response1.
| Measure | Scottish Power | Energy sector |
|---|---|---|
| Overall net satisfaction | +56 | +58 |
| Satisfied with overall service | 71% | 72% |
| Dissatisfied with overall service | 14% | 15% |
| Reported at least one problem | 46% | 36% |
Scottish Power's improvement contrasts with British Gas, which Which? described as the worst energy provider for customer service. British Gas recorded a four point fall in overall customer service satisfaction to +39, and half of its customers making contact, 51 per cent, reported at least one problem1. Which? said British Gas customers were most dissatisfied with how long it took to get in touch with a person who could help, scoring +24, with 55 per cent satisfied and 31 per cent dissatisfied1.
The survey covered seven named suppliers: Octopus, E.ON, OVO Energy, Utility Warehouse, EDF Energy, British Gas and Scottish Power. Base sizes for Scottish Power were 215 respondents in May 2024 and 204 in November 20241. No figures for other individual suppliers' November 2024 scores beyond British Gas and Scottish Power are given in the published article.
Why it matters for households
Customer service performance matters to households because contact with a supplier usually happens at the points where money and supply are at stake: a disputed bill, a meter reading, a direct debit change, a move of home, or a fault. Which? found that 32 per cent of adults had contacted their energy provider in the 12 months to November 2024 with an issue or query1.
For a household trying to run its energy use tightly, the practical friction sits in the areas the survey scores lowest. The time taken to reach someone who can help, and the time taken to get an answer, are the two measures where the sector scores least well, and they are the points at which a query about a tariff, a meter or a payment can stall. Scottish Power's movement to around the sector average means its customers are now reporting a broadly typical experience rather than one of the poorest in the sector, as Which? found six months earlier1.
The survey measures reported experience, not prices, contract terms or supply reliability, and it does not cover every supplier in the market. Households comparing suppliers can look at ScottishPower's tariffs and service record alongside the wider energy supplier customer service ratings and complaints data, or a direct ScottishPower vs British Gas comparison. For households in Scotland, where Scottish Power is a major supplier, energy suppliers in Scotland covers advice, advocacy and restricted meters.
What happens next
Which? has not reported a date for its next customer service survey. The article states that the sector "should continue to strive to make improvements" and that British Gas "must focus on improving their customer service delivery"1. No further commitments or timetables from Scottish Power or from the regulator are given in the published research.