Best and worst energy firms revealed as customer choice slowly returns
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Octopus Energy, Utility Warehouse and 100Green have been named the best energy providers in an annual survey by watchdog Which?. British Gas, Scottish Power and Ovo Energy languish at the bottom of the rankings, based on the experiences of almost 12,000 energy customers and the consumer group’s assessment of 16 firms’ practices and policies.
British Gas, Ovo Energy, Scottish Power and So Energy all achieved an overall score of less than 60%. British Gas achieved a below-average customer score of 61% and was one of only four suppliers to receive just two stars for overall customer service. It also received two stars for value for money, and performed poorly for the volume of customer complaints it received in the first half of 2024 and for how efficiently it resolved these complaints, for meeting its smart meter targets and for switching.
Ovo, now the third-largest energy provider in the UK, received the lowest customer score of 56%, with customers reporting negatively on its value for money and communication. So Energy fared better than British Gas and Ovo Energy on customer satisfaction to achieve a score of 63% but rated poorly for meeting its smart meter targets, switching and limited monitoring of phone lines and emails outside working hours and the weekend.
Scottish Power scored marginally higher with an overall score of 59% but its 58% customer score was the second-lowest in the survey. It received only two stars for overall customer service, ease of contact, value for money and customer communications.
