Launch of the Domestic Consumer Insight Tracker survey results

The Utility Regulator has published the results of the third Domestic Consumer Insight Tracker survey. This research is repeated annually to gain ongoing insight into consumer experiences of the energy sector.

The research is vitally important to our work and allows us to measure and track the experiences of domestic consumers in the energy market over time. We also use the results to directly inform our regulatory policies and consumer protection work. As the energy market is changing rapidly, repeating this survey annually is providing real value and ensures the timely identification of the main issues facing consumers.

This latest survey was carried out between October and November 2022 with a representative sample of over 1500 domestic consumers in Northern Ireland.

Areas covered in the survey included heating types, payments, interactions with energy suppliers, complaint handling, switching, payment difficulties, consumer protections and support services.

Some key headline findings are:

  • Monthly spending on both electricity and gas has increased. 43% of domestic electricity consumers were spending £100 or more each month compared to 13% in 2021. 48% of gas consumers were spending £100 or more each month compared to 9% in 2021.
  • 11% of electricity and 10% of gas consumers say they have gone without other essentials to pay for their energy at least once in the previous year.

Our infographic summarises the key findings of the survey. We have also published the full report.