Leicester energy provider outfoxes rivals to top influential rankings

Leicester-based Outfox the Market has knocked Octopus Energy off the top spot in Which?’s annual energy satisfaction survey, while the traditional industry giants languish at the bottom of the rankings yet again.

The consumer champion surveyed more than 8,000 people in September 2020 about their experiences with their energy provider across a range of categories including bill accuracy, customer service, complaints handling and value for money.

Outfox the Market, which was founded in 2017, finished at the top of the table, rising from 19th position last year.

The small energy provider frequently offers some of the cheapest deals on the market and received an impressive customer score of 82%, with five-star ratings for billing accuracy and value for money.

It had the highest proportion of customers (93%) that experienced no issues in the last 12 months, but was not named a Which? Recommended Provider as it did not provide enough information on its procedures and was ordered to make its payment into Ofgem’s feed-in tariff scheme.

Following two years at the top, Octopus Energy was second in this year’s satisfaction survey but still achieved an 80% customer score. It is now one of the UK’s largest energy providers, supplying 1.5 million homes, however this rapid growth has not stopped it from keeping customers happy.

Octopus Energy achieved a five-star rating for bill accuracy and four stars for bill clarity, customer service, complaints handling and value for money. For the fourth year in a row, Octopus Energy was also named a Which? Recommended Provider (WRP), along with digital-only challenger Pure Planet for the second year in a row.

Npower was the lowest-ranked energy provider with a customer score of just 54%. While it received three stars for bill accuracy and customer service, customer feedback meant it got two stars for bill clarity and complaints handling and a dismal one-star rating for value for money.

Natalie Hitchins, head of home products and services at Which?, said: “Year after year, challenger and small energy companies outperform the traditional providers in our satisfaction survey – delivering better customer service and offering excellent value for money.

“There are impressive energy companies, from small firms such as Outfox the Market to rapidly expanding companies like Octopus Energy, so customers do not have to put up with substandard service from any provider.”