Report reveals npower are the worst performers when it comes to customer satisfaction

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An annual report produced by consumer group Which? has found that  npower hold the lowest customer satisfaction rating of all energy suppliers in Britain.

The company, who recently experienced major billing problems when installing a new IT system, scored a meagre 35% on the consumer group’s customer satisfaction survey. 

In light of the results, energy industry watchdog Ofgem have announced that npower, and fellow “big six” supplier Scottish Power, who ranked second worst with a score of 41%, have been placed under investigation. The two companies have even been issued with threats of sales bans if their customer satisfaction performance doesn’t improve. 

On the whole, the scores published in this year’s report have improved on previous years. However, Which? placed Britain’s “big six” energy suppliers at the bottom of the list as the worst performers when it comes to customer satisfaction, with smaller providers like Ecotricity topping the list with a score of 84%.

Richard Lloyd, executive director at Which? claims he is unsurprised by the findings in the report stating: “For the fourth year running, smaller suppliers are wiping the floor with the Big Six on customer service. The large energy firms, which dominate the market, need to up their game as millions of customers deserve better.”


Director at npower, Roger Hattam, has apologised for the recent findings claiming that significant changes are due to improve the quality of service that customers receive. 


Hattam said: “We’re disappointed with the results. We value all feedback and have already made significant improvements to how we look after our customers.”

Npower has been working closely with Ofgem to set challenging goals for improvement, but it remains to be seen if they will hit these targets.

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