Scottish Power emerged as the poorest energy supplier in the United Kingdom according to recent research findings. The company received low ratings for handling complaints, while achieving mediocre scores in other aspects. However, it was not the only major player criticized in the analysis by consumer group Which?, as EDF Energy and British Gas also ranked poorly.
Which? conducted a comprehensive annual customer satisfaction survey involving nearly 12,000 energy consumers. The research also evaluated the internal practices and policies of 17 energy companies.
Scottish Power ranked second lowest among all firms in customer ratings, scoring 62%, with an overall score of 56% after accounting for additional metrics. Specifically, the company received only four out of a possible 15 for complaint resolution. It also fared poorly in areas such as billing accuracy, ease of communication, and value for money, based on feedback from 780 customers.
EDF Energy performed slightly better with an overall score of 58%, but received the lowest rating for customer communication due to inadequate monitoring of phone lines and email accounts compared to other providers. British Gas scored 59% overall and faced particular criticism for its complaint handling procedures.
On the opposite end of the spectrum, the lesser-known supplier E achieved an impressive overall score of 79%. The company, based in Birmingham and serving over 300,000 customers, stands out by not imposing penalty fees on customers wanting to switch providers. E received high marks for communication ease and statement clarity, although feedback was only from 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second position with a score of 74%. Along with two other suppliers, 100Green and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
Which? Energy Editor, Emily Seymour, emphasized the importance of customer satisfaction, highlighting the superior performance of some suppliers over others. Seymour encouraged dissatisfied customers to explore better options with cheaper fixed tariffs and improved service quality.
Responding to the rankings, a ScottishPower spokesperson highlighted positive assessments from the independent Citizens Advice scorecard, reflecting the company’s ongoing efforts to enhance customer service. EDF Energy expressed commitment to enhancing customer support, citing strengths in assisting customers in need. British Gas noted a significant decrease in complaints and highlighted high satisfaction scores from regulator Ofgem’s data, pledging continuous improvement efforts for customer benefit.