A quarter of consumers switched supplier in 2014

Almost a quarter (24%) of UK domestic consumers switched gas or electricity supplier in the last year, according to the results of an EY survey. The survey also suggests that the trend is likely to continue in 2015. EY surveyed 2,000 consumers to assess attitudes towards switching gas and electricity suppliers.

New entrant suppliers emerge as the winners from the appetite amongst consumers to secure a better deal for their energy supply. Some 37% of those consumers thinking about switching said they would move to a new entrant. In contrast, less than a quarter (24%) of consumers would be likely to switch to one of the ‘Big 6’ energy suppliers (British Gas, SSE, npower, EDF Energy, E.ON UK, Scottish Power).

Asked what customer service elements would most likely cause them to decide to switch their energy supplier, 39% of consumers responded that inaccurate bills would lead them to take that decision. Unfriendly service when calling the helpline (16%) and long complaint processes (12%) were also among the top reasons to trigger a decision to switch.

The survey also found that, when it comes to choosing a new supplier, price was the single most important factor for consumers to consider, with 78% highlighting price as key. Customer service was only considered the most important factor by 9% of respondents.