Exploring customer satisfaction in Great Britain's retail energy sector part Ⅲ: A proposed Overall Customer Satisfaction score

摘要

An Overall Customer Satisfaction (OCS) score is proposed, to summarise information about suppliers' performance and thereby enable customers to engage more effectively in the market. It is the average of ratings published by Ofgem, the Consumers' Association (Which?), Citizens Advice and consumer review site Trustpilot. The index is calculated for over 30 energy suppliers from 2018 to 2021. Medium suppliers score highest, but Large suppliers markedly improved, albeit from a low level. Small suppliers have more variable scores. Suppliers scoring less than 60 have not survived. Medium suppliers with high OCS scores have been offering lower rather than higher tariffs.