Scottish Power has been identified as the poorest energy supplier in Britain according to recent research. The company received low ratings for handling complaints and scored average in most other aspects. Scottish Power was not alone in facing criticism, as industry giants EDF Energy and British Gas also ranked among the bottom three in a study conducted by consumer group Which?.
Which? conducted a survey involving nearly 12,000 energy customers for their annual customer satisfaction assessment. The research also involved evaluating the behind-the-scenes policies and practices of 17 energy companies. Scottish Power was rated the second lowest overall by customers, receiving a 62% score and an overall rating of 56% after additional measures were considered. The company scored poorly in complaint handling, accuracy of bills, ease of communication, and value for money, as reported by the 780 customers surveyed.
EDF Energy fared slightly better with an overall score of 58%, but still struggled in terms of customer contact. British Gas, on the other hand, received a 59% rating overall and faced criticism for their complaint resolution process.
On the positive side, the lesser-known supplier E stood out with an impressive overall score of 79%. The company, based in Birmingham, prides itself on not imposing penalty fees on customers looking to switch suppliers. Customers appreciated E’s ease of contact and clear billing statements.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%. Along with E and two other suppliers, 100Green and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
Emily Seymour, Energy Editor at Which?, emphasized the importance of customer satisfaction and competitive pricing. Seymour advised dissatisfied customers to explore other providers offering better value and service.
In response to the rankings, ScottishPower emphasized their dedication to customer service and highlighted their positive feedback from customers and the Citizens Advice scorecard. EDF Energy acknowledged the areas needing improvement while emphasizing their support for customers. British Gas noted a significant reduction in complaints and cited high satisfaction scores from regulator Ofgem.
Consumers are encouraged to choose energy providers that offer competitive pricing and excellent customer service.
