Businesses and the energy sector: 2025
Summary
Ofgem's annual survey of 1,002 non-domestic energy customers reports satisfaction up to 68% from 62%, with 27% of businesses struggling with bills and 29% switching supplier in the last year. Broker use sits at 35% with 72% satisfaction. Reported barriers to decarbonisation have fallen, with 41% citing none (up from 27% in 2024) and cost as the most common remaining barrier at 15%.
Why it matters
A consumer-experience snapshot rather than a market-structure intervention. The interesting buried number is broker penetration at 35% with high satisfaction, which sits alongside Ofgem's ongoing concern about broker conduct and unregulated commission arrangements that load onto the retail bill.
Key facts
- •Sample: 1,002 telephone interviews Aug-Oct 2025 plus 30 qualitative interviews Nov-Dec 2025
- •Customer satisfaction 68% (2025) vs 62% (2024)
- •27% of businesses struggling with bills in some way
- •57% feel fairly treated by supplier
- •29% switched supplier in last year; 75% found switching easy
- •35% used a broker; 72% of those satisfied
- •41% report no barriers to decarbonising, up from 27% (2024) and 24% (2023)
- •Cost cited as barrier by 15%, down from 21% (2024) and 32% (2023)
- •Sample excludes home-based businesses on domestic contracts
Areas affected
Memo
Businesses and the energy sector: 2025 | Ofgem Please enable JavaScript in your web browser to get the best experience. BETA This site is currently in BETA. Help us improve by giving us your feedback . Close alert: Businesses and the energy sector: 2025 Publication type: Research Publication date: 18 May 2026 Topic: Non-domestic energy supply Print this page Share the page Share on Facebook Share on Twitter Share on LinkedIn Findings on the affordability, energy supplier service and views and actions towards net zero of businesses with a non-domestic contract. Main points Customer satisfaction improved in 2025, with 68% of businesses satisfied with the service from their supplier, up from 62% in 2024. Most businesses (70%) are keeping up with their bills without difficulty, but 27% reported struggling in some way. Most businesses felt that they are treated fairly by their energy supplier (57%), but those who did not, experienced issues with unexpected charges, unclear tariff changes and delays in resolving issues or poor customer service. Nearly a third of businesses (29%) reported switching supplier within the last year, 75% of these said that they found the switching process easy. Just over a third of businesses (35%) reported using a broker and 72% of those who did were satisfied with the service; they found them knowledgeable, responsive and felt they got a good deal. More businesses report no barriers to decarbonising (41%), an increase from 2024 (27%) and 2023 (24%); where barriers do exist, cost remains the most common (15%), though this has fallen from 2024 (21%) and 2023 (32%). Methodology The findings are based on a telephone survey of 1,002 businesses in England, Scotland and Wales conducted between August and October 2025, followed by 30 qualitative interviews conducted in November and December 2025. This report refers to 'businesses' throughout. The sample specifically only contains businesses that operate out of non-domestic premises, and which have a non-domestic energy contract. This excludes businesses that operate out of a home (domestic) property. Documents Businesses' experiences of the energy market 2025 [PDF, 1.03MB] Businesses' experiences of the energy market 2025: technical annex [PDF, 1.17MB] Businesses' experiences of the energy market 2025: data tables [XLSX, 1.32MB] Print this page Share the page Share on Facebook Share on Twitter Share on LinkedIn Close