Scottish Power has been identified as the poorest energy supplier in the UK according to recent research. The company received low ratings for handling complaints, while ranking average in other aspects. The analysis conducted by consumer group Which? also highlighted EDF Energy and British Gas among the bottom three performers in the industry.
Which? conducted a survey involving nearly 12,000 energy customers for its annual customer satisfaction assessment. The study also evaluated the operational practices and policies of 17 energy companies.
Scottish Power was rated second lowest by customers, scoring 62% and an overall 56% rating after additional measures were considered. The company received a mere four out of 15 for complaint resolution and faced criticism from the 780 customers surveyed for various issues including billing accuracy, ease of contact, and value for money.
EDF Energy slightly outperformed Scottish Power with an overall score of 58%. It received the lowest rating for customer contact due to limited monitoring of phone lines and email accounts. British Gas scored 59% overall and faced particular criticism for complaint handling.
On the positive end of the spectrum was lesser-known provider E, achieving an impressive overall score of 79%. The company, based in Birmingham and serving over 300,000 customers, stands out for not imposing penalty fees on customers looking to switch. E received high marks for customer contact and transparency, although feedback was based on a smaller sample of 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%. Along with E, 100Green, and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
Emily Seymour, Energy Editor at Which?, emphasized the need for customers to seek better value and service from energy suppliers. Seymour advised dissatisfied customers to explore alternative suppliers offering competitive fixed tariffs and improved customer service.
In response to the rankings, Scottish Power highlighted its positive performance in an independent Citizens Advice scorecard, emphasizing customer satisfaction and service enhancements resulting from significant investments. EDF Energy expressed commitment to enhancing customer service and supporting those in need, while British Gas noted a decrease in complaints and cited high satisfaction scores from Ofgem.
The companies acknowledged the areas needing improvement and pledged to continue enhancing services for their customers.