Scottish Power has been identified as the poorest energy supplier in the UK according to recent research findings. The company’s performance was particularly criticized for its handling of complaints, although it ranked average in other categories. Notably, Scottish Power was not the only major player facing scrutiny, as EDF Energy and British Gas also landed in the bottom three positions in the evaluation conducted by consumer organization Which?.
The survey conducted by Which? involved nearly 12,000 energy consumers to compile its annual satisfaction report. Additionally, the organization assessed the operational practices and policies of 17 energy providers.
Scottish Power received a customer satisfaction rating of 62%, placing it second from the bottom among all companies, with an overall score of 56% after factoring in various metrics. The company scored poorly in complaint resolution, obtaining only four out of fifteen possible points. Furthermore, feedback from 780 customers highlighted issues ranging from billing accuracy to ease of communication and value for money.
EDF Energy fared slightly better with an overall score of 58%, although it ranked lowest in terms of customer communication due to limited monitoring of phone lines and customer service emails compared to competitors. British Gas scored 59% overall and faced criticism for its handling of complaints.
Conversely, the lesser-known supplier E achieved a high score of 79%, positioning it at the top of the rankings. The Birmingham-based company, serving over 300,000 customers, stands out for not imposing penalty fees on customers wishing to switch providers. E received positive feedback across various aspects, such as ease of communication and clarity of statements, albeit based on a smaller sample size of 92 customers.
Octopus Energy secured the second-highest score of 74%, closely behind E in the rankings. Along with two other suppliers, 100Green and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
Emily Seymour, Which? Energy Editor, emphasized the need for customers to seek out better service and value for money, especially in light of the availability of cost-effective fixed tariffs. Seymour advised dissatisfied customers to explore alternative suppliers offering competitive rates and superior customer service.
In response to the findings, a ScottishPower spokesperson highlighted the company’s commitment to enhancing customer service based on the independent Citizens Advice scorecard. EDF Energy acknowledged the areas for improvement identified in the research and emphasized its efforts to support customers effectively. British Gas stated a significant reduction in complaints over the past two years and highlighted positive customer satisfaction ratings from regulator Ofgem.
For those concerned about their current energy provider, Seymour recommended exploring other options offering improved service quality and competitive pricing.