Extra Energy has come out bottom of the quarterly non-domestic energy supplier performance league table published by Citizens Advice, as well as receiving the lowest score for Citizens Advice’s star rating system for household energy suppliers.
The company, which has been in bottom place for non-domestic energy suppliers since the league table was first published in January 2017, received a score of 1596.6 complaints per 10,000 customers. At the top of the table, E.On had a score of 18.1 complaints per 10,000 customers. The scores are for January-March 2017.
The company received 2.05 stars in the star rating system, lower than the 2.5 stars it received for the period between October and December 2016. The star rating system awards a score out of 5 stars based on a combination of 5 factors, including how complaints are dealt with, and how highly customers rate the supplier’s customer service.
Gillian Guy, chief executive of Citizens Advice, said: “We have found that some energy suppliers have made improvements in the service they provide, but it is disappointing that others appear to be getting worse.”
Citizens Advice’s complaints league table for business customers January-March 2017
| January-March 2017 Rank | Supplier | January-March 2017 Ratio | October-December 2016 Ratio |
|---|---|---|---|
|
1 |
E.on Energy |
18.1 |
17.9 |
|
2 |
SSE |
23.7 |
11.7 |
|
3 |
CNG |
52.7 |
29.5 |
|
4 |
EDF Energy |
95.9 |
81.3 |
|
5 |
Opus Energy |
103.9 |
76.9 |
|
6 |
Scottish Power |
108.5 |
215.8 |
|
7 |
British Gas Business |
124.8 |
103.3 |
|
8 |
Gazprom |
167.3 |
155.5 |
|
9 |
Utility Warehouse |
185.9 |
115.8 |
|
10 |
Npower |
203.4 |
164.0 |
|
11 |
Dual Energy |
234.5 |
264.8 |
|
12 |
Total Gas and Power |
277.3 |
165.6 |
|
13 |
Haven Power |
281.8 |
97.9 |
|
14 |
Business Energy Solutions (BES) |
488.4 |
394.1 |
|
15 |
Extra Energy |
1596.6 |
1231.2 |
The non-domestic scores are calculated based on the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. The weightings in the model place greater emphasis on situations where the consumer has had to repeatedly contact their supplier, or another agency, because the company had failed to deal with their problem.
Citizens Advice’s star rating system for household energy suppliers January to March 2017
|
Supplier |
Star rating January to March 2017 |
|
Ecotricity |
4.4 |
|
E (Gas and Electricity) |
4.1 |
|
Flow Energy |
3.9 |
|
Economy Energy |
3.85 |
|
EDF Energy |
3.75 |
|
SSE |
3.75 |
|
British Gas |
3.7 |
|
Utilita |
3.4 |
|
Utility Warehouse |
3.4 |
|
E.ON |
3.15 |
|
Scottish Power |
3.15 |
|
Ovo Energy |
3.1 |
|
npower |
3 |
|
First Utility |
2.9 |
|
Green Star Energy |
2.85 |
|
Co-operative Energy |
2.6 |
|
Spark Energy |
2.3 |
|
Extra Energy |
2.05 |
The energy supplier star rating awards energy suppliers a number of stars out of five for the following factors:
-
How well energy suppliers handle customer complaints
-
The number of switches the supplier successfully carries out
-
How highly people rate their supplier’s customer service
-
How easy people find it to understand their bills
-
Whether the supplier is signed up to the switch guarantee that commits them to switching a customer within 21 days
Related content:
New Citizens Advice tool rates energy companies on customer service
CMA rules out in-depth market investigation into price comparison websites
The New Power interview: Gillian Cooper, Citizens Advice
Will new auto-switch services change the game for energy customers?
Energy retailers: How are they changing?
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