Outfox dethrones Octopus as top Which? supplier

Small energy provider Outfox the Market has reversed its fortunes by climbing 19 places to become the Which? top-rated energy supplier.

Which? has today (25 January) published its annual energy survey after polling more than 8,000 consumers in September 2020.

The survey asks energy customers about their experiences with their provider across a range of categories including bill accuracy, customer service, complaints handling and value for money.

For the past two years large supplier Octopus Energy has ranked top, but the latest survey has seen Outfox the Market climb from being the 19th ranked supplier last year to the top spot.

Outfox is known for offering some of the cheapest deals on the market and received a customer score of 82 per cent, with five-star ratings for billing accuracy and value for money. It also had the highest proportion of customers (93 per cent) that experienced no issues in the last 12 months.

However owing to the fact that the supplier did not provide enough information on its procedures, as well as Ofgem ordering it to make more than £600,000 in feed-in-tariff payments last February, Outfox was not named a Which? recommended provider.

Instead the titles went to 2nd place Octopus, which has been a Which? recommended provider four years in a row, and 5th-place Pure Planet (for the second time).

Responding to the news Greg Jackson, chief executive and founder of Octopus Energy, said: “We’re thrilled to be endorsed by Which? for the fourth year in a row – something no other energy supplier has ever achieved before. It proves that our tech-enabled operational model can handle rapid growth whilst maintaining excellent customer service.

“The face of energy retail has changed tremendously since we launched five years ago, as shown by the slew of small challenger suppliers at the top of Which?’s customer satisfaction table. Today customers are getting a much better service and thanks to the price cap also cheaper energy.

“I’m so proud of our team who are putting their heart and soul into driving this customer-focused revolution in energy. And it’s absolutely fantastic to see Which? recognising our role in this transformation.”

Also climbing high was 3rd place Avro Energy, which was ranked 16th last year.

The bottom of the table is mainly dominated by large suppliers and former members of the big six. Eon-owned Npower took last place with a customer score of 54 per cent.

Npower received three stars for bill accuracy and customer service, two stars for bill clarity and complaints handling and a one-star rating for value for money.

Bottom ranked suppliers:

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.”