Energy Consumer Satisfaction Survey: January 2026 summary

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Ofgem and Citizens Advice commissioned BMG Research to carry out the Energy Consumer Satisfaction Survey between 5 January and 3 February 2026. This is a summary report that presents emerging headline findings from the research. The full findings from this research will be published in Spring 2026. ## Main points * Overall satisfaction with suppliers has stabilised at 81%, in line with satisfaction from July to August 2025 (82%). * Satisfaction with customer service remains at an all-time high, with 77% of consumers satisfied. * While satisfaction with billing accuracy is in line with July to August 2025, ease of understanding bills (82%) and bill delivery timing (87%) have dropped since July to August 2025, though both remain consistent with January 2025 results. * Consumers’ experience of contacting their suppliers and receiving information from them is consistent with July to August 2025. * Among those who have fallen behind on their energy payments, 28% say they were not contacted by their supplier, up from 20% in July to August 2025. * The proportion of respondents who report making a complaint remains stable at 2%. ## Methodology The survey asked 3,911 people across Great Britain (England, Scotland and Wales) about their energy supplier and the service they receive. The survey included online and face-to-face interviews. To make sure the results reflect the population of domestic energy consumers, the survey included a mix of people based on age, gender, region, level of deprivation, ethnicity, and how they pay their energy bills. Additional interviews with pre-payment customers and standard credit customers were included to allow for more reliable analysis of these groups. ## Documents [Energy Consumer Satisfaction Survey summary report: January 2026 [PDF, 650.98KB]](/sites/default/files/2026-03/Energy-Consumer-Satisfaction-Survey-summary-report-January-2026.pdf) [Energy Consumer Satisfaction Survey summary data tables: January 2026 [XLSX, 2.14MB]](/sites/default/files/2026-03/Energy-Consumer-Satisfaction-Survey-summary-data-tables-January-2026.xlsx) Get emails about this page [Print this page](/research/energy-consumer-satisfaction-survey-january-2026-summary) ## Related links [Energy Consumer Satisfaction Survey: July to August 2025](/research/energy-consumer-satisfaction-survey-july-august-2025) ### Share the page * [Share on Facebook](http://www.facebook.com/share.php?u=https://www.ofgem.gov.uk/research/energy-consumer-satisfaction-survey-january-2026-summary) * [Share on Twitter](https://twitter.com/intent/tweet?text=Energy%20Consumer%20Satisfaction%20Survey%3A%20January%202026%20summary&url=https://www.ofgem.gov.uk/research/energy-consumer-satisfaction-survey-january-2026-summary) * [Share on LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://www.ofgem.gov.uk/research/energy-consumer-satisfaction-survey-january-2026-summary) Close Notify me Would you like to be kept up to date with *Energy Consumer Satisfaction Survey: January 2026 summary*? subscribe to notifications: Email [](/ "Home") ### Subscribe to receive our latest news and communications [Subscribe now](https://email.ofgem.gov.uk/p/1QCB-1GX5/subscribe) ## Contact us * [Contact us](/about-us/get-in-touch/contact-us) * [Publications](/publications) * [Schemes register](/log-your-scheme-register) * [Electronic public register](https://epr.ofgem.gov.uk/) ## Other * [Cookies](/cookies) * [Ofgem privacy policy](/ofgem-privacy-policy) * [Website accessibility](/website-accessibility) * [© Ofgem 2026](/c-ofgem-2026) Follow us * [X](https://x.com/ofgem) * [LinkedIn](https://www.linkedin.com/company/ofgem) * [Facebook](https://www.facebook.com/ofgem) Close