Energy firms rated worst for customer service in UK survey

Summarised from 3 outlets · Updated 10 Nov, 06:00 · Archive

Energy companies ranked bottom of 13 sectors in July 2026 UK Customer Satisfaction Index with score of 73.7 out of 100.

Energy firms have been rated the worst for customer service in a national survey. The July 2026 UK Customer Satisfaction Index ranked utilities at the bottom of 13 sectors, scoring 73.7 out of 100—4.6 points below the national average and more than eight points behind banks and building societies.

The poor rating comes just weeks before a forecast 16 per cent rise in energy bills, which is expected to drive a surge in customer calls. The increase, predicted by Cornwall Insight, would add £276 to a typical dual-fuel household bill, bringing the annual total to £1,999.

Ged Ryan, managing director at Absolute Intelligence, said that when bills rise, customers need clear information, accessible support and the confidence that their provider will help when something goes wrong. 'The last thing they need is an hour on hold, or being passed between three departments to explain the same problem each time,' he added.

Ryan stated the sector's move toward automated systems is not delivering the intended results for customers. 'A lot of brands are not getting AI integration right, and it is sending customers round in circles,' he said. 'Customer service is not an optional extra for an essential service.'

How it is being reported

• Energy firms receive lowest customer service rating in UK surveyENERGY firms have been rated the worst for customer service in a national surveyKeighley News · 10 Nov, 05:00
• Energy firms receive lowest customer service rating in UK surveyENERGY firms have been rated the worst for customer service in a national surveyTelegraph & Argus · 10 Nov, 05:00
• Energy firms receive lowest customer service rating in UK surveyENERGY firms have been rated the worst for customer service in a national surveyWharfedale Observer · 10 Nov, 05:00

In this story: Absolute Intelligence · Cornwall Insight · Ged Ryan · UK

This summary was written by AI from the headlines and standfirsts above, and states as fact only what at least two outlets report. How we use AI · Report a problem · Corrections log