Price (and what we can save) is always our biggest consideration when choosing an energy supplier.
But good customer service, clear and accurate bills, and convenient access to our account for example through apps or online, also matters
It’s this overall view of value for money and service that often determines whether a customer stays or switches to a new supplier. And with the annual survey from Which? we can actually see how people in Northern Ireland rate their energy supplier across these areas.
How Northern Ireland suppliers stack up…
Each year Which? surveys electricity and gas customers in Northern Ireland to find out what they really think about their supplier…this ‘inside track’ from customers can be really helpful when deciding to switch.
The Which? survey scores areas including customer service, complaints handling, billing, value for money and what customers think of the suppliers’ digital/on-line services.
The good news is that all suppliers in Northern Ireland generally score well…the top-rated supplier has a customer score of 66% – whilst the supplier in last place scores 61%.
So, it’s a close run thing in terms of service and value for money no matter the supplier.
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Summary of Supplier Scores
Electric Ireland (66%)
Electric Ireland came top of the table of Northern Ireland energy companies in the Which? survey. ts customers consider it to be good across most areas, including value for money and providing clear bills.
Budget Energy (65%)
Budget Energy came in second place this year, dropping from joint first place last year. Customers are impressed with its value for money. In fact, 71% of Budget Energy’s customers rated it good or excellent for value
Power NI (64%)
Power NI customers rating the company strongly in terms of bill accuracy. They felt in terms of bill clarity, customer service, dealing with complaints, digital tools and value for money that the company was generally good
Firmus Energy (62%)
Firmus Energy received three stars out of five for value for money and scored well in terms of bill accuracy but customers did feel digital tools could be improved to help monitor their account and energy use
SSE Airtricity – Gas (62%)
SSE Airtricity (Gas) had a strong score in terms of billing clarity and generally positive ratings in terms of customer service, handling complaints, use of digital tools and providing customers with value for money.
SSE Airtricity – Electricity (61%)
Although SSE Airtricity is at the bottom for overall customer score, it’s only 5% points from 1st place. The company gets a good rating for billing and customers are generally satisfied with other aspects of customer service, price and digital tools.
(*Click Energy results were not included in the survey results as Which? did not receive enough responses from its customers to give it a score)
Making the Switch
In January 2020, the average saving found by people using ‘Power to Switch’ was £84.43.
As the Which? survey shows there are similar levels of service and standards across each supplier – so it makes sense to switch to the supplier that helps keep more money in your pocket.