Octopus Energy has been crowned as the most reliable energy supplier during last year’s lockdowns, following a mass survey by Uswitch.
The comparison and switching service polled 17,000 customers as part of its 16th annual energy awards. It asked which energy retailers gave them the best support during lockdown and other localised restrictions.
Customers were asked to rank their supplier on a scale of 1-10 on call waiting times and support with bills.
All top five ranked suppliers in this area are disruptor brands, with Octopus Energy also being proclaimed as Uswitch’s supplier of the year.
Top five suppliers for supporting customers during lockdown:
| Rank | Supplier | Score |
| 1 | Octopus Energy | 89.3% |
| 2 | Bulb | 87.6% |
| 3 | So Energy | 86.8% |
| 4 | Pure Planet | 85.3% |
| 5 | Utility Warehouse | 84.7% |
The annual awards rank suppliers across more than 10 categories.
With an overall satisfaction rating of 92 per cent, the same score with which it won the award last year, Octopus won the overall customer satisfaction award. Fellow large disruptor brand Bulb was the runner-up.
In addition to being supplier of the year, Octopus was also named the supplier consumers are most likely to recommend. It further received another six awards including best value for money and best customer service.
Ranked bottom for overall customer satisfaction was Scottish Power with a score of 60.6 per cent, down from 64 per cent in 2019. Overall, the five worst ranked suppliers are all former big six brands.
EDF was the only former big six retailer to feature in the top 10, rising five places to be ranked 10th with a 74 per cent score for customer satisfaction. EDF was also named as best large supplier of the year.
A spokesperson for Uswitch explained that the comparison service does not yet count Octopus as a large supplier, despite Ofgem’s recent reclassification. They added the methodology is due to change for the next set of awards, however.
Will Owen, energy expert at Uswitch.com, said: “Last year was a year like no other, but our results show that most energy suppliers stepped up to the plate to help customers.
“Even during an incredibly challenging year, Octopus Energy won the customer satisfaction award with a rating of 92 per cent, the same score as the previous year, emphasising how successfully suppliers have offered customers support and ensured short waiting times on customer service calls.
“The spread of award winners this year shows how challenger brands have invested enormously in their customer service in recent years and are now reaping the rewards.
“With the government setting high aspirations for the UK’s green energy targets, the sector will continue to see and implement big changes and innovations in the year to come.”
