Uswitch has released the results on its recent Energy awards which surveys more than 5000 energy consumers. The survey looks at consumer’s opinions of the 8 largest energy suppliers (The Big Six and the two largest independent providers) across 12 categories relating to customer satisfaction.
The results are in! Overall customer satisfaction in energy suppliers has grown by two points in the last year.
While all suppliers saw a slight uplift, it was the two smaller energy providers (Ovo Energy and First Utility) who came out on top with 96% and 87% customer satisfaction respectively.
This is perhaps unsurprising when you look at the energy landscape in recent years. There has been a growing disquiet from consumers calling for industry reform it would have been tantamount to a death sentence for energy providers not to take a step back and start to adopt a ‘customer first’ approach.
Traditionally, consumers are understandably passive when it comes to monitoring their energy bill and the industry (heavily dominated by the ‘big 6’) has, in the past, done little to engage its customers and encourage competition in this sector.
There has been a seismic shift in recent years with challenger brands like First Utility coming into the mix and shaking up the market. First Utility, for instance, have launched several campaigns lobbying for more competition in the market place and successfully influenced the industry to reduce switching times from 5 to 2 ½ weeks.
These new providers are also bringing innovation and changing the relationship between THE customer and the provider. First Utility have continued to put the power in the hands of the consumer; pioneering energy monitoring tools like their ‘My Energy’ mobile app and becoming the first energy supplier to be recommended by Good Housekeeping readers for its customer service and value for money.
With changes in the air, it’s clear these independent suppliers are the ones to watch. You can sign up to the First Utility programme here and for more information please feel free to get in touch: firstname.lastname@example.org
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