For the 4th time in as many years, small independent energy suppliers like Ecotricity and Good Energy have beaten the likes of Npower, Scottish gas and EDF Energy.
In a continuing trend of large suppliers performing very poorly, Npower revived a 35% rating, which was the lowest score in the index. Scottish power scored 41%, EDF Energy 49% and British Gas 49% also. The two highest scoring of the ‘Big 6’ were E.ON and SSE both with 50%.
With an industry median score of 48%, both Npower and Scottish Power performed below what the industry expects of them and what customers expect. Currently, with such a large market share and controlling almost 90% of the energy market, the larger suppliers have not had to have much concern for the opinion of industry experts or customer feedback. Hopefully with pressure mounting over dropping energy wholesale costs and the demand for suppliers to pass on these cuts, there could be a shift in culture towards customer care.
There have also been complaints that many families are living with energy debts and the obligations the larger suppliers agreed to: financial advice, re-payment support, does not seem to be forthcoming. Of those surveyed, Npower came out worst as the least supportive, understanding and patient. Out of the ‘Big 6’ EDF came out top for being supportive, with SSE coming second.
There have been complaints that large energy suppliers are not taking into account the vulnerability of some of their customers, and that pre-payment plans that look cheaper in the short term, can often end up being more expensive. These plans are aimed at the lowest income bracket families, but can at times be the most expensive. These energy issues have been suggested to be causing illness and sickness in families that cannot afford heating, especially in these colder winter months.
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