Making it easier for small businesses to get support

Customer service plays a vital role in how customers experience EDF. It’s in these everyday moments that trust is built, confidence is restored and problems are resolved. Throughout the year, customers shared feedback on their EDF experience, including how quickly they were able to get through and how their queries were handled.

Putting customers first is at the heart of how we work. Customers told us how important it is to be able to speak to someone promptly. Improvements in time to answer, which measures how long customers wait on the phone to speak to someone, have helped make this easier. Between January and March 2026, our average time to answer for small business customers reduced to two and a half minutes, compared to six minutes in 2025. Over the same period, the number of calls answered within ten minutes increased from 80% to 95%.

This meant customers could reach support more quickly, particularly small businesses balancing day-to-day demands. Getting through sooner helped reduce stress and made resolving issues feel more manageable.

As one customer shared, “I was very pleased that the phone was answered quickly and I wasn’t kept waiting.”

Clear communication was another strong theme in customer feedback. Customers described conversations that were easy to follow, with our energy specialists taking the time to explain what was happening and what would happen next. This helped customers feel more confident and reassured, even when dealing with complex or ongoing issues.

As one customer put it, “Everything was explained clearly and I felt confident my issue was resolved.”

Customers also noticed when their query was owned and followed through. From checking details carefully to seeing issues through to resolution, customers valued knowing someone was looking after their case.

This focus on first-time resolution has been supported by changes behind the scenes. We’ve reorganised our teams to reduce repeat contact and made it easier for customers to speak directly with dedicated small business energy specialists.

Alongside speed and clarity, the human side of customer service continued to matter. Customers spoke about feeling listened to, supported and treated with patience, particularly during long running or sensitive situations. Knowing someone was taking the time to understand their needs helped make conversations calmer and more positive.

As one customer shared, “She took the time to listen, explained everything clearly and helped make a stressful situation much easier.”

Together, this feedback shows how much everyday service moments matter. By improving time to answer, focusing on first time resolution and keeping communication clear and human, we’re helping customers feel supported and confident in the service they receive from EDF, reflected in our five-star Trustpilot rating.

Looking for an energy supplier rated excellent on Trustpilot, with dedicated small business energy specialists? You can get a quote online in just 60 seconds.