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EDF Energy Reviews: What do customers think?

EDF Energy reviews

As one of the Big Six, EDF Energy has been in the British market since 2002. How does EDF stack up comapred to its main competition. Read our analysis of EDF Energy reviews to find out.


EDF Energy Reviews

According to the latest EDF Energy customer reviews, the supplier is one of the best out of the Big Six providers on the UK market.

In the latest survey from expert reviewer site Which?, EDF ranked 27th out of 35 energy suppliers, beating fellow big six suppliers Npower and Scottish Power, and drawing with British Gas. Here EDF received a 60% Customer Satisfaction score and 88% Procedures and Practices score.

The review from Citizens Advice paints the provider in an even brighter light. In its ratings from October to December 2019, EDF Energy ranked first, with an impressive overall score of 4.45 out of 5! Overall, it received top marks for customer guarantees, being easy to switch to and providing easy to understand bills.

1. Customer service

EDF reviews regarding customer service are mostly positive. When it comes to contacting EDF, 68% of customers say they are satisfied with how accessible EDF is.

In reviews on Trustpilot, customers praise the ease of getting in contact with the company, especially via its LiveChat feature and how quickly staff resolve problems.

Amazing service, the online chat is convenient and very easy to use even for those of us who are not great with technology. The advisor was super helpful, understood my query straight away and got a resolution. If you want great service and advisors who let their own personality shine then look no further. I will be recommending you to all my friends EDF Energy.

Live chat is the quickest way to get in touch with the provider, with it taking just over 1 minute on average for an agent to respond to customers. However, EDF’s phone service isn’t too shabby either.

According to Citizen’s Advice, the supplier takes just 1:08 minutes on average to answer the phone. That’s the fastest out of all the big six suppliers and even gives some smaller companies with far less customers a run for their money.

EDF reviews on Trustpilot also praise the engineers in the field, stating the quality of work and service is very high.

All quick and simple to use. The installer Delbert was very friendly and helpful and willing to answer any questions or advice. Great service EDF Energy.

2. Value for money

EDF Energy is not well-known for its super cheap prices. In April 2019, EDF Energy decided Ofgem’s price cap was a target rather than a limit and introduced a 10% price rise for standard variable tariffs, just scrapping the cap. However, price rises alongside the price cap are not unusual and nearly all providers do the same.

Being the cheapest isn’t always the best and reviews of EDF show that customers don’t always mind the slightly higher prices. You pay for what you get, and with EDF you get great customer service and reliable bills and a wide use of digital tools to manage your energy account.

Excellent service and great value for money - switching to EDF Energy saved me 21 % on my combined bills last year. Thanks to everybody at EDF for providing high-quality service.

Moreover, EDF has a wide range of tariffs to choose from, which means you are more likely to find a tariff that suits your needs.

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3. Billing

According to Citizen Advice’s EDF Energy review, over 98% of customers receive accurate bills and over 98% receive their bills on time. These are high figures and again some of the best results from the Big Six suppliers.

Scores aren’t quite as high from Which?, with EDF receiving 3 out of 5 for both bill clarity and accuracy. However, this still isn’t a bad score and matches those awarded to the other big six.

One problem some customer reviews do note regarding EDF bills is final bills, specifically being given a very high final bill when they chose to switch providers.

After I switched EDF hit me with a £360 debt that apparently had built up on my account because they hadn't bothered to put my monthly direct debit up to clear it.

Situations such as the one described above are why it is important to supply accurate meter readings every month and not rely on estimated usage. Ensuring you pay for your actual usage every month can help you avoid an expensive final bill when you choose to leave a supplier. Luckily with EDF, it’s really easy to submit meter readings both online and via the mobile app.

4. Account management

In terms of account management, EDF Energy reviews are pretty positive. Customers make good use of the online live chat feature, online account and mobile app to manage their energy account and tariff.

Best web site and service easy to use, all staff very helpful.

While EDF’s apps and live chat features are useful for many, not everyone is handy with technology and almost one in five people in the UK are not even online. In this sense, EDF’s array of digital tools and tariffs that offer only online support are not practical for everyone.

However, EDF is not the only supplier going increasingly online. In fact, most providers today prefer to communicate with their customers exclusively online if they can. In EDF’s case, it still has agood phone service and quick response times for people who need and want to reach out over the phone.

Complaint handling

EDF Energy is fairly proactive on Trustpilot, responding to complaints by offering to help customers with their reported problems. Some customers post updates stating that the problem had been resolved or had at least progressed somewhat.

According to Ofgem, the total number of complaints received by EDF during the second quarter of 2019 was 110,600. That’s 2,025 less than the same period last year.

Per 100,000 customers EDF received 2,261 complaints in this period. For comparison, the highest number of complaints received among the Big Six was 2,778 and the lowest was 1,366, so EDF falls somewhere in the middle.

Fifty-one percent of EDF complaints in this period were resolved by the end of the next working day, which is pretty fast. The supplier manages a 95% resolution rate within 8 weeks, which means most complaints with EDF do get solved.

The main reasons for complaints in this period were as follows:

  1. Billing
  2. metering
  3. Payments
  4. customer service
  5. change of supplier

Verdict

EDF Energy stands out as the best of the Big Six energy suppliers. While it might not be the cheapest supplier on the market, it makes up for it with good customer service, reliable billing and a large range of digital tools to help make managing your energy plan simple and easy.

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