Six types of Small Business energy customers: How we’re supporting them as their energy supplier in 2026

"Utilities remain one of the hardest sectors to build emotional connection, being seen as functional rather than brands customers feel attached to." – Red C Brand Reaction Index 2026.

At EDF, we're working to change that by understanding the realities small businesses face and responding in ways that matter. We've listened to nearly 900 customers to explore what's changed for them and how their priorities are evolving.

The findings show there is no single small business experience. Behind every business energy account is an owner navigating unique challenges while planning for the future. These insights are helping us shape the support, services and communications we provide, making them more relevant to businesses today.

Small businesses have been navigating an exceptionally difficult period. Rising operating costs, economic uncertainty and the need to operate more efficiently have stretched many owners. Our latest research found that nearly three-quarters (73%) of SMEs have found the last two years challenging, particularly those in hospitality, agriculture and retail. Understanding what businesses need from their energy supplier has never been more important.

The reality: challenging times continue – but good news, here’s what we’re doing to help

We understand not all small business customers have the same needs and look for different solutions to suit them best.

How we're supporting Service Seekers - "I'll pay more if it makes my life easier."

What they look for: They are buying reassurance and expertise, not simply the cheapest tariff. Personalised support with trusted advice, fast help when things go wrong, simple, low-effort interactions.

• 42% say personalised account managers are important
• Versus only 23% who say providers should listen and provide tailored advice
• 70% value emergency assistance
• 83% cite ease of interaction as important

How we can help Service Seekers:

• Dedicated small business energy specialists that get it, pod model so you are likely to speak to someone you spoke to before.
• We have clear escalation routes during outages or urgent issues. Our recent stats show just how quickly our specialists can help when issues arise: 89% of our calls were answered within 10 minutes in July and an average answer speed of 3 minutes 40 seconds.  
• We’re always looking to improve self-service and account management tools and make digital journeys simpler. MyAccount is our easy online account management tool that can be accessed anywhere, anytime. Coming soon is an automated solution for businesses moving in and out of properties as well as accessing their annual statement.

 How we're supporting Time Savers - "Help me get things done quickly."

What they look for: Fast, easy, digital-first service that minimises administration and saves time.

• 72% say it's important that their account is easy to manage
• 57% value 24/7 online account management
• 40% value a variety of payment methods

How we can support Time Savers: 

• Investing in simpler digital account management 
• Improving self-service capabilities – You can book a smart meter appointment in minutes, meaning no more meter reads and new tariff types available 
• Making routine tasks quicker and easier to complete online
• Developing digital tools that reduce the need to contact support
• Offering flexible payment experiences - You can pay by DD, cash & cheque – some contracts offer a DD discount saving too. Pay via your online account, over the phone or automate the monthly payment with a direct debit – one less think to think about each month and can improve cash flow

We know business owners are busy. That's why we're investing in digital account management tools that make it easier to submit readings, manage accounts and access information when it suits them.

How we're supporting Low Engagers -"Energy isn't something I think about much."

What they look for: Not every business owner wants to spend time thinking about energy. For customers who prefer a hands-off approach, we're focused on providing simple, straightforward service and clear communications that help them stay on top of essentials without unnecessary complexity.

• 41% value a variety of payment methods, making this their most important stated supplier need
• 31% are very satisfied with EDF, above the market average (29%). 48% have switched suppliers in the last five years, lower than average (58%), indicating lower propensity to shop around
• 37% say their energy supplier cannot help them in times of financial hardship

How we’re supporting Low Engagers:

• Investing in customer self-service and straightforward account management
• Flexible payment and billing options such as DD, cash, cheque
• Digital account tools that allow customers to manage their accounts independently
• Making key account actions available online 24/7. MyAccount lets customers submit meter readings, pay bills, view bills and manage account details online, anywhere, anytime
• Manage MyAccount
• We have created an advice hub just for small businesses with grants and funding opportunities, government grants, energy saving tips and more 
• Simple monthly billing - In July 57% of all invoices were sent were billed to actual reads Got estimated bills? Our meter read calendar can help with when is best to submit your readings for accurate bills 

How we’re supporting Simplicity Seekers - "Keep it easy, keep it affordable."

What they look for: Want to save time, but via basic service only

• 90% say that being low hassle is important when choosing an energy supplier 
• 41% prefer using a well-known provider
• Their biggest challenge is: 28% cite the time taken to answer queries and resolve problems

 How we’re supporting Simplicity Seekers:

• Get a quote in 60 seconds
• MyAccount provides a seamless digital self-service experience, enabling customers to manage their accounts quickly and easily using self-service tools
• Easy online access to bills, payments and meter readings 
• Expert guidance through our business energy services – check out our bill explainer
• Business energy tariffs and switching support designed to help SMEs find the right energy solution.

How we’re supporting Energy Optimisers "Help me use energy better."

What they look for: Energy-conscious, digitally engaged - For businesses actively interested in reducing energy consumption and improving efficiency.

• 72% already have a smart meter installed (vs 63% average) 
• 22% contact EDF via the app (vs 14% average) 
• 88% say easy meter readings are important (vs 83% average)
• 40% say using renewable energy is important (vs 30% average) 
• 38% say commitment to Net Zero is important (vs 30% average) 
• 23% already have a Net Zero target

How we’re supporting Energy Optimisers:

• Make the most of your smart meters with Energy Hub 
• Dedicated sustainability page for small businesses 
• Energy-efficiency advice – Guides & tools for energy efficiency 
• Our Net Zero partnerships and sister companies – Contact solar & Seg tariffs 
• Interested in an EV? - Check out Pod
• Free low carbon report – We’ve partnered with Perse so you can get a £250 low carbon report for free
• We’ve partnered with Wadi – get their energy benchmark tool, you can access lighting solutions, project support, and LED upgrades via GreenLite
• 40% value renewable energy sources: Renewable electricity offerings - £5,000 sustainability grants for your small business
• Clear communications and tailored account support – Industry specific advice

The Price Prioritisers - "Show me the savings."

What they’re looking for: Highly price driven and willing to switch. Sustainability is relevant but secondary to price.

• 75% have switched supplier in the last 5 years (vs 58% average)
• 95% say having a reliable supplier is important (vs 88% average)
• 30% have considered solar (vs 24% average)
• 27% have considered batteries (vs 17% average)
• 45% value a variety of payment methods (vs 38% average)
• 23% have a Net Zero target – with main motivation remains cost savings rather than sustainability credentials

How we’re supporting them:

• Fixed and flexible business energy contracts
• Range of tariff structures to suit business needs 
• Clear pricing and contract options
• Get an energy performance certificate for your business premise

Whether you're looking to reduce costs, save time, improve efficiency or access expert support, understanding what matters most to SMEs helps us create a better experience for every customer.

We’ve also ran competitions in partnership with FSB to offer the chance for customers to win a year's worth of free energy.