- Household satisfaction with the value for money they get from their energy provider has risen 10% in the past year as suppliers compete to offer better deals[1]
- Overall customer satisfaction with energy suppliers is up 5% in the past year to 75% – close to the 77% recorded just before the energy crisis in 2021
- Over three quarters of customers (77%) would recommend their energy provider, which is the highest level in the last five years[1]
- Octopus came out top for households, winning Uswitch Energy Awards for Overall Customer Satisfaction and Customer Service awards, and tying with Utility Warehouse in the Value for Money category
- British Gas commended for Best Overall Improvement for the second year in a row
Household satisfaction with the value for money they get from their energy provider has risen 10% in the past year, as competition between suppliers leads to more deals cheaper than the price cap[1], reveals a survey of 15,000 energy customers by Uswitch.com, the comparison and switching service.
Nearly two thirds of households (63%) say they’re satisfied with the value for money they get from their provider, a significant jump from 53% satisfaction seen in 2024. However, this is still 7% below the 70% figure seen before the energy crisis in 2021[1].
Increased competition between providers means there are now 24 fixed deals available that are cheaper than July’s price cap. This is a 12-fold increase on the same time last year[2].
Overall customer satisfaction with energy providers increased 5% last year – the second annual rise in a row. Satisfaction is now back to 75%, and only 2% below the 77% seen before the energy crisis.
More than three quarters of customers (77%) would recommend their energy provider. This is the strongest level in the last five years, and a quarter (24%) higher than before the energy crisis. At the height of the energy crisis in 2023, fewer than half of customers (47%) would encourage others to use their supplier.
Other measures that have significantly improved compared with before the energy crisis include for suppliers’ incentives and rewards offered to customers – which have increased from a score of 29% in 2021 to 49% this year.
Customer service satisfaction has risen 10% over the last year, while satisfaction with supplier mobile apps has rocketed from 35% before the energy crisis to 83% this year, showing that suppliers are making progress in offering a convenient, digital customer experience.
Octopus Energy leads the winners of the Uswitch Energy Awards, triumphing in the Overall Customer Satisfaction and Customer Service categories. Utility Warehouse and Utilita were runners-up in both.
Uswitch Energy Awards 2025 winners
| Category | Winner | Runner-up | Runner-up |
| Overall Customer Satisfaction | Octopus Energy | Utility Warehouse | Utilita |
| Customer Service | Octopus Energy | Utility Warehouse | Utilita |
| Value for Money | Octopus Energy, Utility Warehouse (joint winners) | Utilita | - |
Special commendations
- Best Overall Improvement - British Gas
- Best Small Supplier - 100Green
Source: Uswitch.com
The Value For Money trophy was shared by Octopus Energy and Utility Warehouse, with Utilita taking the runner-up crown. British Gas received the Best Overall Improvement special commendation for the second year in a row. 100Green received the first Best Small Supplier special commendation given by the Uswitch Energy Awards.
Will Owen, energy expert at Uswitch.com, comments: “We’ve seen energy suppliers competing hard with each other over the past year to offer better deals, so it’s great to hear that households feel they’re getting better value for money.
“It’s reassuring to see that customers are regaining confidence in their energy providers, with overall satisfaction almost back to the levels we saw before the energy crisis.
“It’s important to remember that bills remain much more expensive than before the energy crisis, so there’s still a lot of work to be done by providers.
“To stay competitive, suppliers must focus on driving prices down for households, which includes competitive pricing as well as expanding offers such as innovative tariffs and rewarding demand flexibility schemes.
“Octopus Energy, Utility Warehouse and Utilita all stood out this year when we asked their customers how satisfied they were, so it’s great to recognise their efforts for delivering on satisfaction, service, and value for money.
“British Gas also deserves recognition for the improvements it has made in overall customer satisfaction, taking this title for the second year in a row.”
Head to Uswitch.com to find out who won in the 2025 Uswitch Energy Awards
For more information
Beverley Noble | Energy PR Manager
beverley.noble@rvu.co.uk
Twitter: @UswitchPR
Notes to editors
- Customer satisfaction scores year-on-year
| Category | 2021 | 2022 | 2023 | 2024 | 2025 | Change since 2021 |
| Value for money | 70% | 54% | 41% | 53% | 63% | -7% |
| Overall customer satisfaction | 77% | 65% | 60% | 70% | 75% | -2% |
| Billing service | 75% | 64% | 60% | 69% | 75% | 0% |
| Customer service | 63% | 54% | 52% | 59% | 69% | +6% |
| Incentives / rewards | 29% | 22% | 24% | 29% | 49% | +20% |
| Likely to recommend | 62% | 52% | 47% | 66% | 77% | +24% |
| Mobile App | 35% | 32% | 51% | 59% | 83% | +48% |
2. This research uses data from an online survey conducted by YouGov in April 2025. The total sample size was 15,234 UK adults aged 18+. Fieldwork was undertaken online during 11th April - 12th May 2025. All figures have been weighted and are representative of all UK adults. The figures presented from the online surveys have been analysed independently by Uswitch. The views expressed here are not the views of YouGov.
For the awards of Overall Customer Satisfaction, Best Customer Service and Best Value for Money, the proportion of weighted positive responses for relevant questions were aggregated to determine nominees and winners. The special commendation of Best Overall Improvement was awarded to the supplier with the largest positive change in Overall Customer Satisfaction score from 2024 to 2025. Suppliers were eligible for an award if a representative sample of its customers were present in the overall sample.
The special commendation of Best Small Supplier was awarded to the supplier with the highest overall performance rating across all categories for suppliers with <1% market share (reported by Ofgem).
For more information, please see our Uswitch Energy Awards webpage
3. Source: Uswitch.com Prices and information correct as of 12:15pm on 12 June 2025. Tariffs included within the table are the cheapest non-bundle fixed tariffs, not variable or tracker. All energy tariffs and prices mentioned are subject to change without notice, and rates vary upon region. These are the cheapest tariffs available based on suppliers who have updated Uswitch with their rates. Compared with data from 5:30pm on 12 June 2024. The July price cap 2025 is £1,720; the July 2024 price cap was £1,568, source: Ofgem.
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 find their energy, broadband and mobile deals 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.