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Octopus Energy Reviews: Is It a Good Supplier?

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Everyone seems to be raving about Octopus Energy. Octopus Energy reviews online consistently call it an ‘excellent company’, but we want more details! What is Octopus Energy really good at? Is it worth switching to? Read on to see Octopus Energy customer reviews and how Selectra rates this ‘new breed of energy supplier’.


Octopus Energy Reviews

Simply saying that Octopus Energy reviews are great isn’t really that useful to anyone. When looking for an energy supplier, people have different priorities. One person may be really concerned with price, another with customer service, another with the range of tariffs they can choose from, etc. So let’s cater to everyone!

We have broken down the Octopus Energy reviews UK into customer service, tariffs and prices, bills and account management, and complaint handling. Read all of them or skip ahead to the section that matters most to you.

Customer service

Let’s begin by looking at one of the most vital aspects of a good energy supplier: customer service. In this area, it’s no exaggeration to say that Octopus Energy excels. It’s clear that Octopus places a huge emphasis on the importance of delivering high standards of customer service. As CEO Greg Jackson states, ‘if you don’t own your customer experience, you just don’t own your business’.

Octopus Enegry customer reviews constantly sing its praises in terms of how friendly, effective and helpful the staff in its Digital Operations team (DigiOps team) are, as well as how patient they are when it comes to dealing with queries.

Excellent customer service provided over the last 2 days by Andrea at Octopus - prompt responses to my requests - quickly saw I found some of the jargon difficult - and was able to help me make decisions about tariffs going forward. Chris

A company’s speed in replying to customers plays a huge part in its customer service ratings and Octopus Energy seems to know this. On its website it states it ‘provides an efficient and personalised customer experience (say goodbye to long call waits and hello to transparent and consultative customer experience)’, and it seems its living up to this bold statement.

Many Octopus Energy customer reviews report that the supplier is very fast to respond to queries via email and relatively quick to answer the phone too (the best way to contact Octopus Energy is via email).

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In a recent undercover investigation, Which? found that Octopus took an average of just one day, three hours and 21 minutes to respond to emails, this super quick considering some companies take a couple of days.

In its 2018 survey, Which? found Octopus took two minutes 29 seconds to pick up the phone, which is a reasonable time. Yet Which? reports that the supplier managed to lower this to an impressive two minutes 14 seconds in 2019!

Citizens Advice also carried out an investigation into call wait times and found that Octopus Energy was actually the fastest energy company when it came to call-wait times in 2018, taking a mere one minute and two seconds on average, and one minute 27 seconds in 2019. While a call-wait time getting longer is not great, an average time under a minute and half is still impressive and faster than a lot of other energy providers.

There is quite a big discrepancy in the times reported by Which? and Citizens Advice, so which one should you trust? Both figures are based on Octopus’ performance at the end of the year, but whereas Citizens Advice simply used data supplied by Octopus Energy to calculate the average, Which? actually rang the customer service number 12 times and worked out an average based on its own call wait times.

Which?’s time is therefore probably a bit more accurate and is still not a bad waiting time in the grand scheme of things. In the same 2019 survey, Which? found that Scottish Power takes more than 21 minutes to answer the phone!

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Tariffs and prices

Now the all-important tariffs and prices. In general, Octopus Energy offers some great tariffs at competitive prices, but they are not the cheapest on the market.

Since launching in 2015, Octopus Energy has worked incredibly hard to become 100% renewable and we are pleased to say they have achieved this goal. All of its energy now comes from renewable sources, making it one of the rare UK companies to be totally green, which is something that its customers really love.

Allowing customers to really take advantage of renewable energy, Octopus Energy offers some incredibly innovative and unique tariffs. Its Agile tariff, for example, lets customers coordinate their maximum energy usage with when energy is at its cheapest, optimising their energy usage and helping them save money. As of yet, there are no similar tariffs offered by other providers.

So these innovative tariffs sound great, but if they cost you an arm and a leg then opinions are quickly going to change! Lucky for you, its tariffs are not crazily expensive and are generally considered reasonably priced in Octopus Energy UK reviews. Most customers claim the prices are very sensible for renewable energy.

Octopus have more than halved my energy bill and I’ve moved from a two-bedroom terraced house to a four-bedroom house! Why do I see top provider stands in our local town, people buying into these? I have never, ever found any company as transparent, honest and cheap as Octopus! Faye

On Which?, customers gave Octopus 5/5 for value of money in 2018 and 4/5 in 2019. The increase here could be because more companies have started to offer 100% green tariffs, giving more choice when it comes to renewable tariffs and making the market more competitive. However, a 4/5 rating still proves the company is by no means a rip-off.

Compared to other providers, Octopus Energy’s pricing sits quite comfortably in the middle of the pack. It’s not as expensive as the Big Six suppliers, for example, but is more expensive than some other green suppliers, such as Tonik Energy.

Bills and account management

It’s not just energy where Octopus Energy is positively green, the company has also gone paperless, using digital bills rather than sending customers paper ones. This means that everything is online. All customers have an online account through which they can view their bills, submit meter readings and manage their energy account.

I can honestly say that Octopus Energy are one of the only energy companies that I actually trust at this moment in time. Their energy tariffs are the best I can find. Their monthly bills are clear and concise. Jim

In general, Octopus Energy reviews show customers are happy with the online system, stating it is easy to navigate and manage. From our own experience using the Octopus Energy website, it’s very user-friendly with lots of information, but it is very basic.

The minimal features can be a positive as it means it’s easy to find what you need to find, but a slightly more advanced and sleek website really wouldn’t hurt. Plus, while there is a lot of general information available, sometimes the exact detail can be a bit scarce.

Apart from the good online system, customers also praise the clarity and accuracy of the digital bills. In fact, in Which's Octopus Energy 2019 review, Octopus received 4/5 for bill clarity and 5/5 for bill accuracy.

Need some help logging into your online account? Check out our Octopus Energy login guide for some handy tips and tricks.

App reviews

The octopus energy app is useful for managing your account when you don’t have access to a computer. Right now it’s only available for Apple devices (sorry Android users) and has some very useful features, especially the meter reader scanner that saves you having to enter meter readings manually.

While reviews of the octopus energy claim it is easy to use and handy to have, it only has a 2.4/5 rating on the App store. The main complaint is that the app lacks a lot of advanced features and does not work on newer Apple devices. Many customers also note that the calendar reminder feature (a reminder to submit meter readings) does not work. All in all, the app does the basics and that’s that.

Complaint handling

With the great Octopus Energy customer service reviews, you would expect the provider's complaint handling process to be equally efficient and effective. However, while Which? found it receives one of the lowest levels of complaints overall, it also found that Octopus is not the fastest company to resolve issues. In one six-month period, it solved just over half of the customer complaints it received over two days, whereas some providers resolved more than three-quarters of complaints within the same two day timeframe.

According to Octopus’ own figures, in the last quarter of 2018, it received 1124 complaints, of which 1022 were resolved. 41% of these were solved by the end of the next working day and the remaining 59% were resolved within eight weeks.

pros and cons

The number of complaints has risen quite dramatically in 2019, jumping from 1124 complaints at the end of March to 4559 complaints per 100,000 customers in the third quarter (July-September) of 2019. Considering Octopus Energy reviews are still overwhelmingly positive, we put this rise down to the big growth of the supplier's customer base (from 600,000 customers in March to over 1 million in December).

More customer generally means more complaints, and Octopus' dramtic growth would have meant its services probably had to play a bit of catch up to cope with the increase in demand.

Smart meters

Smart meters are particularly important for some of Octopus Energy’s innovative tariffs. For example, its Go Agile tariff requires customers to have a smart meter. With this importance placed on smart meters, it’s vital that the supplier’s smart meters function well - and they do!

We could find no Octopus Energy smart meter reviews reporting that customers were having no problems with their smart meters. Moreover, the fact that the provider receives high marks from Which? and Citizens Advice for bill accuracy (see below), highly suggests that its smart meters consistently work well.

Business energy reviews

Octopus Energy also offers business tariffs for small, medium and large businesses. Octopus does not have a separate customer service team for customers with business tariffs, so these customers receive the same excellent service with fast replies as those with domestic tariffs. It, therefore, is no surprise that Octopus Business Energy reviews are overwhelmingly positive.

The level of service we’ve received has been outstanding. It’s made life much less stressful and a lot easier for us as volunteers trying to keep the facility going. Ian from The Garden Village District and Community Association

Account management is also the same, meaning all bills are digital and, in general, the system is easy to use and navigate. All business tariffs are also 100% green and competitively priced, which business owners really appreciate.

Looking for a good business tariff? Compare energy providers online or give our energy experts a call a call on 02039 360059 (Monday to Friday /:30am-8pm). They can find a good business energy deal and help you save money on your enegry bills.

Customer reviews on Which?, Trustpilot and Citizens Advice

Online, Octopus Energy customer reviews are very positive. In fact, the reviews it receives are some of the best out there.

On Trustpilot, Octopus Energy has near top marks, with a rating of 4.8/5 and 92% out of 21,464 customer reviews ranking the supplier as excellent. This is one of the highest scores we have seen energy suppliers receive on the review site.

We've noticed that in a lot of reviews, customers leave their unique referral link for people to use (Octopus has a refer a friend scheme where a customer receives £50 if a friend signs up to an Octopus tariff using their referral link). There could, therefore, be some slight exaggeration in the reviews to get people to sign up using these links, so bear this in mind when reading reviews.

Similarly on Which?, Octopus comes in with consistently high scores. In the 2019 survey, customers awarded top scores (5/5) for bill accuracy, online customer service and complaints handling, and 4/5 for bill clarity, digital tools and value for money. This added up to an overall customer score of 83%.

Reviews of Octopus Energy by Citizens Advice are not quite as positive as Which? but are still overwhelmingly good. For the period of July to September 2019, the provider ranked third out of 40 suppliers, with an overall rating of 4.15 out of 5. It received 4 stars for complaints, call-wait time, billing and customer guarantees, and 5 stars for its switching process. While Octopus Energy didn’t top the charts here, it still performed very well.

All in all, online reviews of Octopus Energy show a very efficient company with very satisfied customers.

M&S/Octopus Energy reviews

M&S Energy has partnered with Octopus Energy under a ‘white label’ agreement. This means that Octopus Energy supplies the energy and customer service, but M&S Energy sells the tariffs under its own name. Seeing as Octopus Energy receives such great reviews, it will come as no surprise that M&S Energy reviews are equally positive.

On Trustpilot, M&S/Octopus Energy reviews are great, with M&S boasting an overall ranking of 4.9 out of 5! 94% of all reviews rate the supplier as ‘excellent’, complementing its customer service and the ease of switching.

In this section we take a look at some of the most popular questions consumers have regarding reviews of Octopus Energy.

Is Octopus Energy reliable?

Customers reviews on Octopus Energy praise the provider for its accurate and easy to understand bills. They also consistently mention that they are always kept well informed during the switching process and as customers in general.

The fact that Ofgem made Octopus the ‘supplier of last resort’ for a few small energy providers when they ceased trading is a strong indicator that Octopus Energy is a reliable company to deal with. Octopus also enjoys such a strong reputation that big names, such as M&S and Arsenal, have chosen to partner with them.

M&S actually spent a whole year using mystery shoppers to test Octopus Energy before deciding to partner with them!

Is Octopus Energy a good company?

The volume of positive Octopus Energy reviews strongly implies that it is a good energy company.

Reviews site Which? certainly thinks it is. Octopus Energy has come first out of 35 energy companies in Which?’s annual survey two years in a row (2018 and 2019). It is also the only company to receive the status of a Which? Recommended Provider (WRP) for energy three years running (2018, 2019, 2020).

Here at Selectra, we also think Octopus Energy is a good energy supplier. It offers great customer service, affordable prices and innovative tariffs, uses 100% renewable energy and offers customers a number of extra services. This is why we award the provider a 4/5. Keep up the good work Octopus Energy!

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