Decision Document on Revised Methodology for the Citizens Advice Star Rating

Decision Document on Revised Methodology for the Citizens Advice Star Rating 747 KB

The star rating provides consumers with accessible information about energy supplier performance and enables consumers to make more informed switching decisions. We periodically review the star rating’s methodology to ensure its continued relevance to consumers in a changing energy market.

In December 2024 we released a consultation document about our proposed changes to the Star Rating, with a deadline for stakeholder responses in January 2025. We commissioned Opinium to survey a representative sample of 3,000 energy consumers who were in recent contact with their supplier to understand the perspectives of consumers and fill evidence gaps identified by the consultation. We’ve also drawn on findings from our energy customer satisfaction survey (ESAT) and analysis of key drivers of customer satisfaction, both co- commissioned with Ofgem.

This document outlines the revised methodology for the star rating, which will come into force in the March 2026 release of the star rating.