How does our customer service stack up?
Energy companies haven’t exactly been known for great customer service. Quite the opposite in fact. Octopus was founded to do it differently.
Eight years on, we’re the energy provider most trusted by customers, and the most awarded one too. You can read about the secret to our customer service here.
If you’d like a little more detail, here’s how we’re rated by a few trusted sources.
Which? Recommended Provider, 7 years running
Consumer champion Which? has named us a Recommended provider for the past seven years. We're the only supplier they’ve ever recommended more than twice.
See their latest writeup of the best energy suppliers in 2024.
The UK’s most trusted energy supplier
Between 19th - 20th October 2023, YouGov Plc surveyed a sample of 2075 UK adults online. Octopus Energy had by far the strongest association with being trustworthy.
Net association of “is trustworthy” with the current energy company.
The best rated large energy supplier on Trustpilot
With 400,000+ genuine customer reviews, our Trustscore has never dipped below ‘Excellent’ in the last 5 years. 90% of customers rated us five stars.
The highest Net Promoter Score of any energy provider
A Net Promoter Score measures the results of one survey question: "How likely would you be to recommend this company to a friend or colleague?"
Bain's “State of CX: 2023” report looked at 199 UK companies across all sectors.
Octopus’s NPS is 39 points higher than the industry average: the greatest difference of any company, in any sector.
In fact, Octopus drags the average up so much that every other company was below average.
Citizens Advice
Every three months Citizens Advice publishes ratings for energy suppliers. Here’s a summary of our scores for January to March 2024.
| Supplier | Rank | Fewer complaints | Contact waiting time | Customer commitments | Overall rating |
|---|---|---|---|---|---|
| Octopus Energy | 10 | 2 | 2 | 5 | 2.5 |
| Cooperative Energy | 11 | 2 | 2 | 5 | 2.5 |
To find out more and see how Citizens Advice rates other suppliers, head to their website.
Uswitch’s winner for Overall Customer Satisfaction
Every year, USwitch survey a random sample of UK energy customers – 15,030 in 2024. We came out top in Overall Customer Satisfaction.
Octopus retained its winning place this year and increased its customer satisfaction score, despite continued challenges in the energy market.
uswitch
Read the full results on their Customer Satisfaction survey for 2024.
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