British Gas tops satisfaction survey

British Gas has beaten off its competitors to be ranked the best gas supplier in the UK for customer satisfaction.

In the annual gas supplier survey from research firm JD Power Associates, British Gas, which has more than 11 million gas customers, came top, while Powergen slumped to the bottom of the table.

The survey, which polled more than 2800 consumers, also revealed that nearly half (47%) of all gas users have switched supplier at least once since the deregulation of the utilities market more than four years ago.

Fourteen per cent of those who have switched have done so in the past 12 months.

JD Power asked consumers to rank their supplier on six criteria: customer service, billing and payment, price and value, reliability, meter reading and supplier image.

British Gas, which is running a multi-million-pound campaign through Clemmow Hornby Inge, ranked highly on the supplier image criteria, while EDF Energy, which shared second place in the rankings with Scottish Power and Npower, ranked highly on customer service.

Gunda Lapski, director of UK utilities at JD Power, said it was no surprise that British Gas had topped the table as "over the past three years it has done consistently well, finishing in the top three".

Nick Clare, managing director of British Gas, said it reflected the company's £400m investment in customer service systems and training and its strategy of "putting the customer at the heart of everything we do".

The survey results came as British Gas announced that it is increasing prices by 5.9% because of increased wholesale prices.

In a similar recent survey for electricity suppliers, Scottish and Southern Energy came out top (Marketing, October 23).


Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus
Brand Republic Jobs

subscribe now


John Lewis walks consumers through its history to celebrate 150 years of business
Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up
Hottest virals: Cute puppies star in Pedigree ad, plus Idris Elba and Fruyo
Amnesty International burns candles to illuminate new hope
Toyota achieves the impossible by calming angry Roman drivers
Tom of Finland's 'homoerotic' drawings made into stamps
YouTube reveals user habits to appeal to 'older' marketers
Ex-M&S marketing chief Steven Sharp consulting at WPP
Wolff Olins reveals new CEO after Apple poaches Karl Heiselman
Glasgow offers £30,000 prize to best digital idea for 2014 Commonwealth Games
Google's revenues surge but shares drop as it grapples with transition to mobile
Facebook beats Twitter to most 'marketing friendly' social media site crown, says DMA
Fableists believe children like Finn should be outdoors enjoying life
Homebase, Baileys and Camelot join the line-up at Media360
MasterCard renews Rugby World Cup sponsorship to push cashless message
Lynx unleashes £9m 'Peace invasion' campaign
Social Brands 100 Youth: Pizza Hut most social youth brand in UK
Cheryl Cole is wild and arresting in new L'Oreal work
Morrisons told not to show alcohol ads during YouTube nursery rhymes
O2 head of brand Shadi Halliwell departs after 23 years at company in restructure
Tesco hit by further sales decline as it turns to digital Clubcard and social network
Branding guru Wally Olins dies aged 83
Duracell short film captures epic Transatlantic voyage
Ash runs Tinder experiment to show smokers are less desirable to opposite sex
British Airways teams up with Gerry Cottle Jnr for summer of rooftop film screenings
Arklu says 'girls can be superheroes too' with doll design competition
Coke enters squash market with Oasis Mighty Drops
Virgin Galactic signs up Land Rover as space flight sponsor
Motorola marketer Andrew Morley departs as Google gears up for sale to Lenovo
US Airways apologises after tweeting obscene image at a customer