Energy Consumer Satisfaction Survey: January 2026 Summary

UK Ofgem Publications & Decisions

Published March 20th, 2026

Detected March 20th, 2026

Summary

Ofgem has published the summary findings of its January 2026 Energy Consumer Satisfaction Survey. The survey indicates that overall satisfaction with energy suppliers has stabilized at 81%, with customer service satisfaction remaining at an all-time high of 77%. However, satisfaction with the ease of understanding bills and bill delivery timing has decreased.

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What changed

Ofgem, the UK's energy regulator, has released a summary report of its January 2026 Energy Consumer Satisfaction Survey. The survey, conducted by BMG Research, polled 3,911 domestic energy consumers across Great Britain. Key findings include a stabilization of overall supplier satisfaction at 81% and a continued high satisfaction rate of 77% for customer service. Notably, while billing accuracy remains consistent, consumers reported a decrease in satisfaction regarding the ease of understanding bills and their delivery timing compared to previous periods.

This research publication serves as an informational notice for energy suppliers and related stakeholders. While it does not introduce new regulatory requirements or immediate compliance deadlines, it highlights areas of consumer experience that Ofgem is monitoring. Suppliers should note the trends in billing clarity and the increased percentage of consumers falling behind on payments who report not being contacted by their supplier, as these may inform future customer engagement strategies and operational reviews.

Source document (simplified)

Energy Consumer Satisfaction Survey: January 2026 summary

Publication type: Research Publication date:

20 March 2026

Topic: Consumer protection, Electricity supply, Gas supply Get emails about this page Print this page

Main points

Overall satisfaction with suppliers has stabilised at 81%, in line with satisfaction from July to August 2025 (82%).
Satisfaction with customer service remains at an all-time high, with 77% of consumers satisfied.
While satisfaction with billing accuracy is in line with July to August 2025, ease of understanding bills (82%) and bill delivery timing (87%) have dropped since July to August 2025, though both remain consistent with January 2025 results.
Consumers’ experience of contacting their suppliers and receiving information from them is consistent with July to August 2025.
Among those who have fallen behind on their energy payments, 28% say they were not contacted by their supplier, up from 20% in July to August 2025.
The proportion of respondents who report making a complaint remains stable at 2%.

Methodology

The survey asked 3,911 people across Great Britain (England, Scotland and Wales) about their energy supplier and the service they receive. The survey included online and face-to-face interviews.

To make sure the results reflect the population of domestic energy consumers, the survey included a mix of people based on age, gender, region, level of deprivation, ethnicity, and how they pay their energy bills. Additional interviews with pre-payment customers and standard credit customers were included to allow for more reliable analysis of these groups.