Energy Consumer Satisfaction Survey: January 2025 interim findings
Data
- Publication date
- Industry sector
- Supply and Retail Market
In January 2025 Ofgem and Citizens Advice commissioned BMG Research to run the latest wave of the Energy Consumer Satisfaction Survey.
Here are the interim findings about domestic energy consumers’ experiences of the energy market, including satisfaction with the service provided by their energy supplier. The findings do not provide an independent assessment of suppliers’ processes or practices.
Main points
- Overall satisfaction continues to rise, reaching 81%, the highest level on record for this survey, with dissatisfaction declining to its lowest level at 6%.
- Satisfaction with customer service was at its highest since 2020, increasing from 71% to 74%, with the proportion of respondents who said they were neither satisfied nor dissatisfied decreasing to 16% from 18% in July 2024.
- Satisfaction with all customer service metrics including billing accuracy and billing understanding improved; 80% in January 2025 and 77% in July 2024 for billing accuracy, and 82% in January 2025 and 78% in July 2024 for ease of understanding the bill.
- Consumers’ experience of contacting their suppliers also improved, with 75% saying it was easy compared to 70% in July 2024.
- The proportion of respondents who report making a complaint remains stable at 6%, with satisfaction levels with how the complaint was handled remaining low at 44%.
- 29% of those who reported that they fell behind on energy bills for affordability reasons said they had no contact with their supplier about this, while only 14% reported that they were contacted proactively by their supplier and 55% said they contacted their supplier, all of which is consistent with July 2024.
Methodology
Fieldwork for the survey was conducted from 6 January to 30 January 2025.
The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying 3,854 domestic energy bill payers across Great Britain (England, Scotland and Wales). The survey used a mixed mode data collection, including face-to-face interviewing with digitally excluded respondents. Quotas were set on age, gender, region, Index of Multiple Deprivation (IMD), ethnicity and payment type to achieve a sample representative of households.
Sample boosts of prepayment meter, standard credit and ethnic minority customers were also included in this wave of the survey. These customers were boosted to increase the sample size and allow for more robust analysis of these groups.
This is an interim report and presents emerging headline findings from the research. The full findings from this research will be published in Spring 2025.