Scottish Power has been identified as the poorest energy supplier in the UK according to a recent study. The company scored poorly in handling complaints, while receiving average ratings in other aspects. This evaluation by consumer group Which? also highlighted EDF Energy and British Gas as underperformers in the industry.
Which? conducted a survey involving nearly 12,000 energy consumers to assess customer satisfaction. The research also scrutinized the operational practices and policies of 17 energy providers.
Among the firms evaluated, Scottish Power ranked second lowest with a customer satisfaction score of 62% and an overall rating of 56%. The company received a mere four out of 15 points for complaint resolution and faced criticism in various areas such as billing accuracy, ease of contact, and value for money.
EDF Energy fared slightly better with a total score of 58%, while British Gas scored 59% overall but faced specific criticism for dealing with complaints.
On the positive side, the lesser-known supplier E received an impressive overall score of 79%. This Birmingham-based company, serving over 300,000 customers, stood out for its customer-friendly approach, including no penalty fees for customers wanting to switch. E excelled in areas like customer contact and statement clarity based on feedback from 92 clients.
Octopus Energy emerged as the second-highest rated supplier with a score of 74%, making it one of the top choices for consumers along with 100Green and Sainsbury’s Energy, as designated by Which?
Emily Seymour, Energy Editor at Which?, emphasized the importance of customer satisfaction and urged dissatisfied customers to explore better options. She highlighted the availability of cost-effective fixed tariffs and superior customer service from other suppliers as viable alternatives.
ScottishPower responded by citing the independent Citizens Advice scorecard, affirming its commitment to enhancing customer service through significant investments. EDF Energy acknowledged the need for improvement while emphasizing its support for customers in need. British Gas mentioned a decline in complaints and highlighted positive customer satisfaction ratings from Ofgem.
Overall, the study revealed the importance of customer-centric services in the energy sector, urging companies to prioritize customer needs to retain their loyalty and satisfaction.