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, six years running
Consumer champion Which? has named us a Recommended provider for the past six years. We're the only supplier they’ve ever recommended more than twice.
Only one provider impressed us enough to be a Which? Recommended Provider, wowing its customers with top-notch service – and this was Octopus Energy.
which?
See their latest writeup of the best energy suppliers in 2023.
The best rated large energy supplier on Trustpilot
Over eight years and 200,000+ genuine customer reviews, our Trustscore has never dipped below ‘Excellent’. 89% 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 between October to December 2023.
| Supplier | Rank | Fewer complaints | Contact waiting time | Customer commitments | Overall rating |
|---|---|---|---|---|---|
| Octopus Energy | 10 | 2 | 2 | 5 | 2.5 |
| Cooperative Energy | 12 | 2 | 2 | 5 | 2.2 |
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 – 17,000 in 2023. We came out top in 7 out of their 9 rigorous categories.
Octopus Energy scooped the Overall Customer Satisfaction prize and came second in the Best Value For Money category.
uswitch
As these awards are voted for by customers, Octopus's successes here reflect the high regard its customers have for it as a supplier.
Read the full results on their Customer Satisfaction survey for 2023.
Hey I'm Constantine, welcome to Octopus Energy!
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