Challenger energy suppliers have dominated the annual Which? customer satisfaction survey table as the large incumbents continue to languish near the bottom.
More than 8,000 people were surveyed and asked to rate their supplier on a number of criteria including value for money, customer service, bill accuracy and digital tools.
Octopus Energy came out on top for the second year running and was also named a Which? recommended supplier, while So Energy and Pure Planet were also rated Which? recommended.
Ebico, which is supplied by Robin Hood Energy, was in second place while Robin Hood itself plummeted down from second place last year to 20th, tied with Boost Energy and Utilita.
While Robin Hood customers were generally positive about value for money and billing, a smaller proportion of people told Which? they would recommend the firm compared to 2019.
A Which? spokesperson explained that as customers identify with the brand they buy energy from they are treated as separate brands in the survey, hence why Ebico and Robin Hood are rated differently.
Responding to the results Jeff Whittingham, Robin Hood’s interim chief executive, said: “We’re very pleased with the result for Ebico, a white label partner that Robin Hood Energy provides supply, billing and customer services to.
“Specifically for Robin Hood Energy, we’re obviously disappointed with that result, but happy our people continue to provide excellent service, as recognised by Ebico’s customers in the 2nd place result for our partner.
“We will of course take this specific feedback from the survey and understand how we can improve on it, but it’s important to note this is just one measure we use to monitor our customer satisfaction. Our net promoter score (NPS) remains very strong, we have an excellent TrustPilot score, and the recent Which? speed to answer survey placed us in 8th place from all suppliers.”
British Gas, Eon, EDF, Npower, Scottish Power and SSE (now part of Ovo) – all finished in the lower third of the table, with Scottish Power rated in the bottom three after achieving a customer score of 51 per cent.
Customers with the energy giants were more likely on average to have encountered problems with their provider, according to Which?
A third of British Gas customers, three in 10 Scottish Power customers and around a quarter of EDF, Eon, Npower and SSE customers said they had experienced a problem within the last year. In comparison, just one in 10 (11 per cent) Octopus Energy customers said they had experienced a problem.
Two of the largest suppliers are undergoing change, meaning the term big six will soon no longer apply.
Recently a £500 million deal was completed between Ovo and SSE which saw the former purchase the retail arm of the latter. Meanwhile Eon is in the process of absorbing Npower.
While the survey shows challenger suppliers dominating the top end of the table, the Energy Ombudsman has warned it is unfair to characterise all large suppleirs as bad.
Jodi Hamilton, relationships director at the Energy Ombudsman, said: ”Challenger brands have brought innovation and competition to the energy sector, but we know from the complaints we see that it would be unfair and misleading to characterise all small suppliers as good and all large suppliers as bad.
“The shape of the energy market is changing before our eyes amid a wave of mergers and acquisitions, to the extent that today’s small or medium-sized supplier could be a major player by the end of 2020.
“As companies grow it’s vital that customer centricity is maintained, because customers can easily vote with their feet by switching.
“Whatever the size of the company, it’s clear from the complaints we handle that most consumers want the basics done well, from accurate billing to good customer service and speedy resolution of complaints when things go wrong.”
Natalie Hitchins, head of home products and services at Which?, said: “Consumers have dozens of energy suppliers to choose from – and it is clear that some newer challenger providers are better than their larger counterparts at keeping customers happy and delivering a better service.
“Customers shell out hundreds, sometimes thousands, of pounds a year on their gas and electricity bills so it is right that they expect good service from their energy supplier.
“If you are one of the many customers out there who feels their supplier is falling short, consider moving to one that can offer a better service as well as cheaper prices – you could save hundreds of pounds a year.”