Energy customers say the most supportive supplier during the 2020 lockdowns was Octopus Energy
Feedback from 17,000 customers informs the first ever analysis of energy providers’ efforts during the pandemic
Octopus Energy was also crowned as Supplier of the Year, for winning the award for Overall Customer Satisfaction at the annual Uswitch Energy Awards
Challenger energy suppliers dominate the awards, with Utility Warehouse also scooping two awards, for Best Meter Reading Services and Best Incentives.
The energy provider that did the most to ensure short waiting times for customers and best supported them with their bills during lockdown was Octopus Energy, according to Uswitch.com, the comparison and switching service.
In the first study assessing how suppliers helped consumers during the Covid-19 pandemic, Uswitch analysed feedback from more than 17,000 energy customers to find which suppliers gave consumers the best support during lockdown and other localised restrictions in 2020.
Octopus Energy came top in a challenger brand-heavy table, with customers giving it the best scores for support and customer service during lockdown. It was followed by suppliers Bulb and So Energy.
Top five suppliers for supporting customers during lockdown:
| Rank | Supplier | Score |
| 1 | Octopus Energy | 89.3% |
| 2 | Bulb | 87.6% |
| 3 | So Energy | 86.8% |
| 4 | Pure Planet | 85.3% |
| 5 | Utility Warehouse | 84.7% |
Source: Uswitch.com
The Uswitch Energy Awards, which are now in their 16th year, rank suppliers across more than 10 categories.
Octopus Energy was also crowned Supplier of the Year winning the Overall Customer Satisfaction award, as rated by consumers, with an overall satisfaction rating of 92% — the same score with which Octopus won the award last year. Bulb was the runner-up.
The awards this year have been dominated by so-called challenger brands, with Octopus also being named the supplier consumers are most likely to recommend. Octopus scooped another six awards, including Best Value For Money and Best Customer Service.
Utility Warehouse also performed strongly in this year's awards, taking the top spot for the best Incentives/Rewards and Meter Reading Services.
Full list of Uswitch Energy Award winners
| Award | Winner | Runner-Up |
| Overall Customer Satisfaction (Supplier of the Year) | Octopus Energy | Bulb |
| Most Likely to Recommend | Octopus Energy | Bulb |
| Best Value for Money | Octopus Energy | Avro Energy |
| Best Deal For You | Octopus Energy | Pure Planet |
| Customer Service | Octopus Energy | Utility Warehouse |
| Billing Service | Octopus Energy | Utility Warehouse |
| Meter Reading Services | Utility Warehouse | Octopus Energy |
| Online Services | Octopus Energy | Bulb |
| Incentives/Rewards | Utility Warehouse | OVO Energy |
| Energy Efficiency | Utilita | Utility Warehouse |
| Transfer Process | So Energy | Pure Planet |
| Mobile App | Pure Planet | Utilita |
| Account Management | Octopus Energy | Bulb |
Source: Uswitch.com
Will Owen, energy expert at Uswitch.com, comments: “Last year was a year like no other, but our results show that most energy suppliers stepped up to the plate to help customers.
“Even during an incredibly challenging year, Octopus Energy won the customer satisfaction award with a rating of 92%, the same score as the previous year, emphasising how successfully suppliers have offered customers support and ensured short waiting times on customer service calls.
“The spread of award winners this year shows how challenger brands have invested enormously in their customer service in recent years and are now reaping the rewards.
“With the Government setting high aspirations for the UK’s green energy targets, the sector will continue to see and implement big changes and innovations in the year to come.”
The full list of winners for the 2021 Uswitch Energy awards is available here.
Find out how you could save nearly £1,000 a year with Uswitch here.
FOR MORE INFORMATION
Ross Stebbing
Phone: 07827 836 709
Email: ross.stebbing@rvu.co.uk
Twitter: @UswitchPR
Notes to Editors
The Uswitch Energy Awards were decided by a UK consumer panel of 17,000 energy customers, aged 18+. Responses were collected between 23rd October - 17th November 2020.
For more information on the Uswitch Energy Awards please visit this link.
Overall Customer Satisfaction scores (Supplier of the Year) - year on year comparison 2020 to 2021*
About Uswitch
Uswitch is one of the UK’s top comparison websites for home services switching, including energy, broadband and mobiles.
More people go to Uswitch to switch their energy, broadband and mobile than any other site, and we have saved consumers over £2.7 billion off their bills since we launched in September 2000.
Free mobile app Utrack also helps households manage their home energy usage and make potential savings.
Uswitch is part of RVU, a group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.
