Energy users can't get no satisfaction

As the spotlight grows on energy suppliers, Which? reveals that they are the lowest performing of all industries when it comes to customer satisfaction.

In the first ever energy supplier satisfaction survey from the consumer group, five of the big six companies achieved satisfaction scores of less than 50 per cent, but it was Npower that performed worst with a score of only 32 per cent.

Npower's customers gave it a resounding thumbs-down for its billing, customer service online support, telephone support and value for money. British Gas, who recently hiked gas prices by a record 35 per cent, also performed poorly, scoring just 40 per cent for overall satisfaction and awarded just one out of five for value for money.

Utility Warehouse was rated the best supplier in the survey, with a satisfaction score of 72 per cent. Customers awarded the company excellent marks for customer service, the quality of its telephone support and value for money.

One in five Which? members surveyed experienced problems with their supplier over the past 12 months. These included not getting bills or getting bills with errors on them, suppliers not coming to read the meter and problems contacting or resolving queries with suppliers. In addition, just one in three told Which? they'd received any advice on how to save energy.

Suppliers could also be setting direct debits too high. More than one in five gas customers and around one in six electricity customers who pay by direct debit and were in credit with their suppliers said the credit on their account was more than £100. As a result, Which? estimates direct debit customers could have overpaid by around £660m in total.

Jess Ross, Editor, which.co.uk, says: "This is the first time that we've asked members about their energy suppliers and we're shocked to see the results - too many suppliers are letting customers down and charging them more and more for the privilege! These companies are providing essential services that people can't live without, but this isn't an excuse to offer poor value for money."

Nine out of ten members who'd switched energy suppliers in the last 12 months said that it was easy to switch, and customers who've never switched before can save around £250 a year. Switch with Which?, can help find the best value tariffs and also has the following tips to help concerned customers save money:

A ‘dual fuel' tariff, where you get gas and electricity from one supplier, can save you around £150 a year

If you get an online tariff you'll often get a substantial discount too

Give your supplier regular meter reading to avoid inaccuracies

Energy Efficiency grants are available for improvements to your home - contact the Energy Saving Trust to save money and reduce carbon emissions at the same time

If you pay by direct debit and your account shows large credit or debit, contact your supplier immediately

Don't forget to turn off your lights when you leave a room!

Customers can find out how their supplier fared at which.co.uk/energycompanies