According to benchmarking company Global Reviews, Npower’s website ranked as the second best for consumer experience overall, followed by EDF in third, British Gas in fourth, Eon in fifth and Scottish Power bringing up the rear. The survey also ranked one independent supplier, First Utility, which achieved a better overall score than either Eon or Scottish Power.
Overall, according to the research, two thirds of people would discourage friends or colleagues from visiting energy firm’s websites.
Rebecca Jennings, principal consultant at Global Reviews, said poor online service made it harder for people to find the right tariff. That could have “severe consequences… particularly for those facing fuel poverty”, she said.
Jennings added: “Although they have a choice over which energy provider to use, they are simply not being given the adequate tools to help them exercise that choice fairly.”