Research carried out by BMG Research on behalf of Citizens Advice and regulator Ofgem has found that customers’ satisfaction with their energy suppliers has increased again.
The interim report for the research says the organisations:
“…carry out a regular survey to explore domestic energy consumers’ experiences of the energy market. The survey covers a range of topics, including satisfaction with energy suppliers, satisfaction with the dimensions of customer service and experiences of supplier support for consumers struggling with their energy affordability issues.”
The research surveyed 3,750 payers of domestic energy bills across England, Wales and Scotland between July 10 and August 1 this year. It found that customers’ overall satisfaction with their energy providers had risen from 73% in January–February to 78% in July. Their satisfaction with their providers’ customer service also increased to its highest since September–October 2021 at 71%. When it came to contacting their suppliers, customers also reported some improvements in their experiences, with those finding it “easy” increasing from 65% in January-February to 70% in July.
Nevertheless, some respondents reported falling behind on bills or running out of credit due to affordability issues, and 71% of these reported having relevant contact with their suppliers, up from 60% in the previous survey.
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