Scottish Power has been identified as the poorest energy supplier in the UK according to recent research. The company received low ratings for handling complaints, while scoring average in other aspects. This evaluation by consumer group Which? also highlighted EDF Energy and British Gas as ranking in the bottom three alongside Scottish Power.
Which? conducted a survey involving close to 12,000 energy consumers for its yearly customer satisfaction assessment. Additionally, it scrutinized the operational practices and policies of 17 energy companies.
Scottish Power ranked second lowest among all firms in customer ratings, receiving 62%, and an overall score of 56% after considering various factors. The company scored poorly in complaint resolution, accuracy of billing, ease of communication, and value for money according to feedback from 780 customers.
EDF Energy slightly outperformed Scottish Power with an overall score of 58%. The company was criticized for poor communication access due to inadequate monitoring of phone lines and customer service emails. British Gas attained a 59% overall score and was particularly faulted for handling complaints.
On the other end of the spectrum, lesser-known supplier E achieved a high score of 79%, boasting customer-friendly policies like no penalty fees for customers wanting to switch. The company excelled in communication ease and clarity of statements, although feedback was based on a smaller sample of 92 customers.
Octopus Energy emerged as the second-highest scorer with 74%, following its rapid growth to become the largest energy supplier in the UK. Which? Recommended Providers also included E, 100Green, and Sainsbury’s Energy.
Emily Seymour, Which? Energy Editor, emphasized the need for customers to seek better value and service, especially with fixed tariffs now being more cost-effective than the energy price cap. She advised dissatisfied customers to explore other providers offering cheaper fixed tariffs and improved customer service.
A ScottishPower spokesperson highlighted the company’s commitment to customer service excellence, citing positive feedback from customers and independent assessments. EDF Energy expressed its dedication to enhancing customer service and supporting those in need. British Gas reported a decrease in complaints and cited high satisfaction scores from Ofgem data.
Overall, the research underscores the importance for energy suppliers to prioritize customer satisfaction and service quality to retain their customer base.
