Record Customer Satisfaction with Energy Suppliers

Customer satisfaction with energy suppliers has reached its highest level since records began, according to new data from Ofgem and Citizens Advice. The Energy Consumer Satisfaction Survey, carried out by BMG Research between 16 July and 13 August 2025, found that 82% of customers are satisfied with their supplier – the best result since the survey launched in 2018.

Only 6% of respondents said they were dissatisfied, marking a record low and highlighting the progress energy companies have made in customer experience and communication.

Customer Service Leads the Way

The standout driver of this record satisfaction is customer service. Over three-quarters of those surveyed said they were happy with the service provided by their energy supplier.

Dissatisfaction with service dropped to a historic 5%, underscoring major improvements in call handling, complaint resolution, and support accessibility.

Customers also reported that their bills are more accurate, easier to understand, and delivered on time, further boosting confidence and satisfaction across the sector.

Improved Financial Wellbeing Boosts Confidence

A key factor behind the rise in satisfaction is the improved financial wellbeing of energy consumers. The proportion of customers describing themselves as ‘doing well financially’ has climbed from 42% in July 2024 to 53% in July 2025.

At the same time, the share of financially vulnerable customers has fallen from 35% to 27%, suggesting that recent efforts to support households through affordability schemes and clearer billing are making a tangible impact.

Ease of Contact and Priority Services Improvements

Customers also said it’s now easier than ever to contact their suppliers, reducing frustration and improving problem resolution times.

Meanwhile, those on the Priority Services Register (PSR) reported rising satisfaction levels, with 73% expressing satisfaction with the support they receive, a two-point increase on last year.

Complaints Continue to Fall

The report also highlights progress in complaint management. Just 3% of customers reported making a complaint in 2025, a stable figure that reflects the industry’s steady improvement.

Additionally, the Energy Ombudsman recently revealed that the number of complaints escalated to them fell by 25% year-on-year in the first half of 2025. For a deeper look at this topic, read our full analysis:
UK Energy Complaints Drop 25% in 2025.

This trend points to better frontline resolution and improved trust between customers and their suppliers.

A Positive Outlook for UK Energy Consumers

These record-high satisfaction scores reflect a turning point in the relationship between energy suppliers and their customers. With financial stability improving and customer service now a core focus, the sector is moving in a more transparent, customer-first direction.

This upward trend demonstrates the impact of fair pricing, responsive service, and clear communication.