How the scores are worked out

Summary

We base our ratings on complaints made to: * their average call centre wait time for customer service * the number of emails they answered within 2 working days * their average wait time, or number of contacts answered within 2 working days for online messaging Online messaging can include: webchat, WhatsApp, SMS, in-app messages through the supplier’s own app, and customer account portal messages. We use data from suppliers to work out the number of customers who received an accurate bill: * in the last 6 months if they have a smart meter * in the last 12 months if they have a traditional or non-smart meter We measure billing accuracy by looking at how many bills are based on a meter reading, rather than an estimate. We also look at the number of smart meters operating correctly at the end of each quarter. This follows the methodology set by Ofgem and the Department for Energy Security and Net Zero. We base our ratings on suppliers’ membership of the Energy Switch Guarantee and the Vulnerability Commitment. If a supplier is a member of the Energy Switch Guarantee, they have to meet certain criteria - such as completing 98% of switches within 5 working days. Find out more about.

Key information

• •the Citizens Advice Consumer Service
• •their average call centre wait time for customer service
• •the number of emails they answered within 2 working days
• •their average wait time, or number of contacts answered within 2 working days for online messaging
• •in the last 6 months if they have a smart meter
• •in the last 12 months if they have a traditional or non-smart meter
• •* their average wait time, or number of contacts answered within 2 working days for online messaging
• •Online messaging can include: webchat, WhatsApp, SMS, in-app messages through the supplier’s own app, and customer account portal messages.
• •We use data from suppliers to work out the number of customers who received an accurate bill:
• •* in the last 12 months if they have a traditional or non-smart meter
• •We measure billing accuracy by looking at how many bills are based on a meter reading, rather than an estimate.
• •We also look at the number of smart meters operating correctly at the end of each quarter. This follows the methodology set by Ofgem and the Department for Energy Security and Net Zero.

Practical guidance

• •Source: [How the scores are worked out](https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/compare-domestic-energy-suppliers-customer-service1/how-the-scores-are-worked-out/)

Related topics