The latest Energy Consumer Satisfaction Survey, conducted by Ofgem and Citizens Advice, reveals that overall satisfaction among domestic energy consumers has reached 82%, the highest level since the survey began in 2018. This marks a significant improvement in customer experience across Great Britain’s energy market.
Key Findings
- Overall Satisfaction: Climbed to 82%, up from 80% in January 2025.
- Customer Service: Satisfaction rose to 76%, the highest recorded since the survey’s inception.
- Billing Accuracy & Understanding: Improved to 82% and 85% respectively, reflecting clearer and more accurate billing practices.
- Ease of Contact: 77% of consumers found it easy to contact their supplier, compared to 75% earlier this year.
- Support for Vulnerable Customers: Among those struggling with affordability, proactive supplier contact increased from 14% in January to 20% in July–August.
Supplier-Level Insights
For the fifth time, Ofgem has published supplier-level indicators, enabling consumers to compare performance across seven major energy supply groups. These indicators cover:
- Overall satisfaction with supplier
- Satisfaction with customer service received
This transparency aligns with Ofgem’s commitment to improving standards and empowering consumer choice.
Why It Matters
The findings underscore progress in customer service and billing clarity, but challenges remain—particularly for vulnerable groups. Ofgem continues to monitor these trends to ensure suppliers meet high standards and deliver fair outcomes.
Looking Ahead
The next wave of research is scheduled for early 2026, as Ofgem works toward its goal of setting clear consumer outcomes and driving innovation in the energy sector.
Energy Consumer Satisfaction Survey: July to August 2025 | Ofgem