Energy Consumer Satisfaction Survey: July 2024 - Interim Findings
Data
- Publication date
- Industry sector
- Supply and Retail Market
In July 2024 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 with energy suppliers has continued to increase, rising to 78% in July 2024 from 73% in January to February 2024
- satisfaction with customer service (71%) has increased since the last wave of the survey, and is at the highest level seen since September to October 2021
- consumers’ experience of contacting their supplier has improved, with 70% finding this ‘easy’ in July 2024, compared with 65% in January to February 2024
- 8% of survey respondents reported making a complaint, consistent with January to February 2024, with satisfaction levels with the overall handling of the complaint remaining low (47%)
- 71% of those who reported that they ran out of credit or fell behind on energy bills for affordability reasons said they had contact with their supplier about this, compared with 60% in January to February 2024
- 18% of those who had run out of credit or fallen behind for affordability reasons reported that their supplier proactively contacted them to discuss this, a return to levels reported in August to September 2023
Methodology
Fieldwork for the survey was conducted from 10 July to 1 August 2024.
The data reported reflects customers’ perceptions of their supplier and the service they receive based on surveying 3,750 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 in Great Britian.
A sample boost of prepayment and standard credit customers was 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 later in 2024.