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OFGEM

Consumer Perceptions of the Energy Market – Q3 2020

Ofgem in conjunction with Citizens Advice uses a quarterly survey to monitor domestic consumers’ perceptions about the quality of service in the energy market. Ofgem uses this information to support its monitoring and compliance activities.

The survey has been running since late 2018. This report discusses results for the Q3 2020 tracking wave. Fieldwork was carried out in August & September 2020.

The survey covers a range of topics including satisfaction with energy suppliers, satisfaction with some dimensions of customer service and smart meters, use of price comparison websites and recall of information provided by energy suppliers.

The survey is conducted by Accent Research on behalf of Ofgem and Citizens Advice. Each quarter we survey approximately 3000 household energy bill payers across Great Britain.

Please contact consumer.first@ofgem.gov.uk for further details.