Listening to you: Refining tariffs and tools for better service for small businesses

Last year, we embarked on an exciting journey by surveying a diverse range of small businesses. Our goal? Putting customers at the heart of what we do. We wanted to understand the behaviours of our customers online and identify propositions that help your business grow. The feedback was so insightful and invaluable that we decided to expand on it this year, diving deeper into the mind of customers.

In March, we reached out to a mix of small businesses – from hair salons to estate agents, agriculture to food services, manufacturing to retail trade, and many more. The insights we gathered were fascinating and beneficial. By speaking directly with you, we gain a deeper understanding of how we can support you during these challenging times.

So, what did we ask? During the interviews, we showcased two of our new tariffs as well as our online journeys around MyAccount and Energy Hub to get your honest thoughts. 

From feedback to action: Let’s hear what you had to say

First up was our ‘No Standing Charge Tariff’, which many of you found appealing, especially those with fluctuating energy needs and the need for longer-term fixed contracts were also a preference. We then introduced our ‘Green Tariff’, which was a hit among our sustainability-focused customers. However, some concerns were raised about the reliability of renewable sources. 

We then turned our attention to our online tools. MyAccount was praised for its clean, user-friendly design – but it became clear that many small businesses are missing out on some of its top features. That’s a signal for us: we need to do more to spotlight the fantastic capabilities it offers, so businesses can unlock its full potential. Energy Hub received similar feedback. Its intuitive, clean dashboards make it easy to use and understand, which users love. Customers see the true benefit of the tool, but there’s room to grow – many businesses are eager for more actionable insights, like practical tips and tailored suggestions that can help them make smarter energy decisions to support their businesses. 

Listening to our customers is so valuable to us at EDF. This insight will shape how we move forward and finalise our tariffs and online journeys.

So, what are these new tariffs?

We understand that small businesses are facing financial challenges and we want to do all we can to support you as an energy provider. Our research showed that ‘customers are actively looking at energy-saving measures, including tariff reviews, efficiency improvements, and renewable energy adoption’. 

Zero Standing Charge Tariff  (launching next month)

• Designed to let you pay only for the energy you consume
• Perfect for businesses that operate seasonally or aren’t open seven days a week
• If your annual consumption exceeds 3,500 kWh for electricity and 30,000 kWh for gas, you’ll be eligible for this tariff

I suppose, theoretically, if your site closed for a couple of weeks... you'd have absolutely nothing to pay. There's nothing being used. 

Beauty business owner

Meanwhile, the Green Tariff will supercharge your sustainability efforts! If you’re aiming to be more net zero or looking to make greener choices, this tariff has everything you need. It’s clean, green energy with zero fuss—so you can proudly share that your electricity comes from renewable sources. 

Below are just a couple of comments from small businesses that we interviewed showing the need for these tariffs and that EDF has the power step-up and lead the change people are looking for.

I think pushing the green tariff more is going to be really important for the next few years. Sometimes it's got to be about doing the right thing.

Hospitality business owner

Keep your eyes peeled, as they’ll be available to our customers in the coming months! 👀🌞

EDF’s Energy Hub feels like a hidden gem for many small businesses – could you be missing out?

Our insights tell us that you value tracking your consumption, whether it be to reduce your carbon footprint or just save a bit of cash! 

Did you know we already have a FREE tool to track consumption? Our free Energy Hub tool allows you to see the energy your business is using, to help you budget and reduce energy waste. It has a simple toggle between four easy to understand graphic displays making it feel genuinely simple and accessible to all.

What you think of our online platforms?

• MyAccount: Seen as clean and simple
• Energy Hub: Accessible and easy to use

You told us that you want a system that is simple and easy to use when it comes to managing your energy online. 

I want it to be simple to use, accurate with functionality that works rather than having fancy features. 

Property owner

I’d say this one scores pretty high in terms of ease of use and the interface.

Property Management owner

Get easy online account management – Most of the questions and requests we see from customers are usually answered or can be resolved through MyAccount, have a look at our video on quick wins when it comes to MyAccount.

Get Involved

We’d like to thank all the small business owners who took the time to chat with us. Fancy sharing your views in the future? Make sure you’re opted in to marketing on your account preferences so you don’t miss out on the next opportunity to take part!