UK utilities providers have been operating amid the rising cost of living, environmental issues, and regulatory pressures. The sector has also faced media scrutiny due to achieving record profits despite the hardships faced by many customers, some notable environmental failures, as well as service disruptions impacting customers across the UK.

This has all contributed to a relative decline in customer satisfaction in this year’s report, with just one energy provider making it into the UK’s top 100. Despite this, utilities companies are determined to improve their customer service, and many are actively engaging AI to accelerate change. For many providers, chatbots and AI-driven virtual assistants are handling routine customer queries at pace, while social media and messaging platforms are being offered to customers as alternative pathways for communication and support.

"Consumer sentiment in energy and utilities has been dominated in recent years by high bills and the cost of living crisis."

Simon Virley CB, Vice Chair and Head of Energy and Natural Resources for KPMG in the UK