British Gas has labelled Which?’s annual energy firm rankings as “behind the curve” and based on old data, after the supplier was ranked rock bottom.
Britain’s largest energy supplier has today (19 January) been revealed as the worst performing of 18 energy retailers in the rankings, which were decided following a survey of more than 9,000 customers, as well as an in-depth assessment of firms’ behind-the-scenes practices and policies.
The Centrica-owned supplier received a customer score, based on satisfaction and likelihood to recommend, of 56%. It also received 56% for its overall score, which is a combination of customer score and Which? assessment score.
Despite being ranked the lowest of any firm, the supplier had a higher customer score than Shell, EDF, Eon, Ovo, Scottish Power and Boost and out of the six biggest suppliers is second only to Which? Recommended Provider (WRP) Octopus in terms of customer satisfaction.
British Gas received just two stars for most categories – including accessibility, value for money and accuracy of energy payments. It received three stars – an average score – for customer service overall.
In Which?’s behind-the-scenes assessment, the retailer received just over half marks for customer service and just one point out of 10 for performance against its smart meter targets. It also received four out of 10 for how it handled complaints – losing points primarily for the volume of customer complaints it received per 100,000 customer accounts in the first half of 2023 in comparison to other suppliers.
To further illustrate British Gas’ performance, Which? has published two case studies involving customers that had raised issues with the supplier. One involved an elderly couple who had issues involving their smart meter, while another concerned a man who was billed for two properties on his estate.
Commenting on the results, a British Gas spokesperson said: “This survey is behind the curve and is based on data that is up to a year old. We appreciate all customer feedback and can confirm the issues raised in these two case studies relating to the supplier of last resort process from 2021 were resolved.
“Since that period, we’ve targeted more than £25 million of investment on improving service and customers are seeing a difference – this includes hiring 700 new contact centre agents and extending our opening times. We continue to be focused on customer service and helping our most vulnerable customers through our sector leading £100 million customer support package.’’
This year Octopus, which is a WRP for the seventh year running, shared the recommended provider accolade with Ecotricity and E. Octopus was also the only firm to achieve a five-star rating for overall customer service in the consumer champion’s customer satisfaction survey.
To become a WRP, a supplier must achieve a 70% customer score and score above average in the Which? assessment. That is why top ranked Utility Warehouse did not receive WRP status.
Stuart Burnett, co-chief executive of Utility Warehouse, said: “We’re delighted to have secured the highest overall score for Which?’s latest annual energy firm rankings.
“As many people continue to face cost-of-living pressures, we’re seeing increasing numbers of customers join Utility Warehouse to take advantage of our market leading services, including our fixed rate energy tariffs.
“It’s thanks to our multiservice business model, which enables customers to bundle services together, that we can deliver big savings for households on their monthly bills.”
Rocio Concha, Which? director of policy and advocacy, said: “With energy prices still punishingly high and limited chances for consumers to save money by switching suppliers, good customer service is more important than ever.
“While Octopus Energy, Ecotricity and E were all named Which? Recommended Providers and scored highly for their customer service, others fell short of customers’ expectations.
“Which? is calling for any providers who are falling short on customer service to up their game and ensure customers are able to contact them easily and get the answers they need.”