Energy supplier customer satisfaction levels soar

A second year of price cuts, competitive energy deals and improved customer service has seen energy suppliers' customer satisfaction levels soar to an all-time high, according to the latest independent Customer Satisfaction Report published by uSwitch.com, the independent price comparison and switching service.

Almost three quarters of energy customers (73%) are satisfied with their supplier - an 8% increase on last year and a 20% improvement since 2006. However, while overall satisfaction has soared there are still pockets of concern for consumers. These include customer service and certainty of getting a good deal from your supplier.

Just 58% of energy customers are satisfied with their supplier's customer service - a 6% increase on last year, but still disappointingly low. Despite suppliers going head-to-head on online prices over the last few years, just 45% of customers are satisfied that their supplier has them on their best deal. And while 59% now think their supplier offers value for money, only 52% would recommend their supplier to somebody else.

While highlighting some clear areas of weakness the report, based on responses from over 5,000 energy customers, shows that suppliers have made improvements across all areas of their service. Importantly, 70% of customers are now satisfied with energy companies' billing services and 62% are satisfied with meter services - year-on-year improvements of 6% and 5% respectively.

The survey also shows that energy customers' priorities are low prices, value for money, accurate billing and good customer service. With prices falling by £102 or 8% since the beginning of 2009 and improvements made to billing services, suppliers have made some big strides. However, there is more to be done and customer service remains a thorny issue yet to be adequately tackled.

Ann Robinson, Director of Consumer Policy at uSwitch.com, says: "With almost three quarters of energy customers satisfied it's clear that suppliers have made a huge effort this last year to improve. Satisfaction levels have increased across the board and they should be applauded for that. However, while socks have been pulled up, customers are still feeling let down in areas such as customer service and value for money. The fact is that more work still needs to be done and it's vital that suppliers keep up the momentum.

"Worryingly, only 45% of energy customers are satisfied that their supplier has them on their best deal. The most competitive plans are online and these are around £250 a year cheaper than standard plans - a lot of money for consumers to lose out on. The Government is pushing for suppliers to display their cheapest tariffs to customers on their energy bills - this would go some way to improving transparency.

"The important thing for customers though is that suppliers are starting to listen so there is no excuse for putting up with bad service, poor value for money or anything else you don't like. If you are not happy speak to your supplier. If you are still unhappy with the service you are getting then it's time to look around for a better deal. Not only could you save up to £530 on your energy bill, but switching is also the one thing that suppliers consistently do well. Almost eight in ten customers (79%) are satisfied with their supplier's transfer process - it's the area where all suppliers score best."

Julie Jaglowski, npower Residential Customer Services Director, says: "We're pleased to see that we've made the biggest improvement in scores than any other supplier and this is testament to the hard work we've put in over the last year. We're confident that following the investments we are making in new systems, we'll continue to see our performance improve in the future."