EDF and Utilita, two prominent energy suppliers, have been named the worst performers for customer service, according to a recent report by Citizens Advice. The industry-wide ratings have hit an all-time low, with average customer satisfaction dropping significantly compared to the same period last year.
EDF’s Dramatic Fall
EDF, which was among the highest-scoring suppliers just a year ago, now finds itself at the very bottom of the table. The main culprit? A staggering increase in average call waiting times—from under a minute to over five minutes. Customers have expressed frustration, leading to a sharp decline in their satisfaction ratings.
Citizens Advice CEO Dame Clare Moriarty emphasized the need for stronger regulatory powers to hold suppliers accountable for customer service. “Tackling the complaints backlog before next winter is crucial,” she stated.
Utilita Shares the Bottom Spot
Joining EDF at the bottom of the rankings is Utilita, also scoring a disappointing 2.1 out of five stars. British Gas closely follows with a rating of 2.4. In contrast, Dale Vince’s Ecotricity claims the top spot with an impressive 3.8 rating, followed by Outfox the Market and Ovo Energy, both scoring 3.3.
Other Major Suppliers
Among the other major suppliers, E.ON Next received a rating of 3.0, Scottish Power 2.9, and Octopus 2.5. These results highlight the varying levels of customer satisfaction across the industry.
EDF Responds
An EDF spokeswoman acknowledged the company’s shortcomings in call answer times. “We recognize that we haven’t met our high standards,” she said. EDF has taken steps to address this issue by recruiting and training additional staff at its offices in Sunderland, Brighton, and Exeter. The company also cited a complex transfer of residential customers to a new IT system as a contributing factor to increased customer inquiries.
Utilita’s Perspective
Utilita, however, challenges the star rating provided by Citizens Advice. The company points to other assessments, including those by Ofgem, Trustpilot, and Which?, where Utilita consistently performs well. A spokesperson expressed optimism about bridging the gap between perception and reality through ongoing dialogue.
As the energy industry grapples with service quality, consumers are increasingly savvy and demand better experiences. The challenge for suppliers lies in meeting these expectations while navigating operational changes and technological transitions.
