The overall satisfaction of customers with their energy suppliers has trended downward since Q4 2018, research from Ofgem has found.
In its quarterly consumer perception of the energy market survey, published today (5 September), the regulator reported that of the 3,236 British domestic energy customers surveyed in Q2 2019, 73 per cent reported being satisfied compared to 75 per cent at the end of 2018.
Awareness of the energy price cap increased by four per cent from Q1 to 29 per cent. Some 22 per cent said they were aware of and understood the cap, compared to 19 per cent in Q1.
More customers with smart meters (74 per cent) reported being satisfied with the ease of understanding their bills than those without (70 per cent). Furthermore higher levels of satisfaction with ease and understanding were reported among those who were aware of and understood the price cap (78 per cent).
Of those who reported being dissatisfied with the ease and understanding of their bill, 79 per cent said this was due to the fact that it was unclear how it was calculated.
Meanwhile 11 per cent of those who recently contacted their supplier, did so in relation to a complaint. This equates to 4 per cent of all consumers.
The issue most complained about was billing (31 per cent), followed by pricing (22 per cent).
Just 37 per cent of complaints were resolved within the quarter, while 22 per cent said they had given up pursuing the complaint.
Responding to the report, Peter Earl, head of energy at Comparethemarket.com, said: “A slight fall in the number of customers satisfied with their energy provider – part of a longer term decline – could be down to a high number of supplier collapses.
“Even with measures in place to protect consumers from a supplier failure, customers are still moved from one supplier to another, which fuels further confusion in an already complex energy market.
“Worryingly, satisfaction with energy bills is lower amongst people who are unaware of or who do not understand the energy price cap. The cap is clearly confusing consumers and could be disincentivising them from switching providers.”