Consumer experiences of the energy market

Energy UK, on behalf of its members, commissioned Ipsos to understand consumer opinions of, and engagement with, the retail energy market. The research investigates consumer satisfaction and engagement with the energy market through monitoring how four key metrics perform over time:

• Ease of switching – how easy customers find it easy to switch from one energy supplier to another
• Customer Effort Score - how easy customers find it to deal with their supplier
• Customer Trust Score - the level of trust consumers have in suppliers
• Net Promoter Score - the likelihood that customers will recommend their energy supplier to friends or family

The report that covers the findings of the research can be found above. The full results are also available to download:

• Main Tables (Week 1 data only) (PDF)
• Switching Tables (Week 1 and Week 2 data combined) (PDF)

Technical Note

The survey was conducted through Capibus, Ipsos’s face-to-face weekly omnibus. 4,004 adults in Great Britain, aged 15+ were interviewed in-home over two weeks of Capibus - between 21st February and 10th March 2014. The report focuses on two main subsets of those interviewed: 1,427 bill payers from Week 1 (who are either solely or jointly responsible for paying the electricity and/or gas bills in their household); and 511 recent ‘switchers’ from Weeks 1 and 2 (bill payers who have also switched, or tried to switch, their energy supplier in the previous 12 months). Respondents in both samples have mains electricity and know who their electricity supplier is or, if they do not have an electricity supplier or know who it is, have mains gas and know who their gas supplier is. The results are weighted to the known Great Britain population profile.