The Utility Regulator has published key findings from our sixth Domestic Consumer Insight Tracker survey. These findings accompany the full report prepared by Perceptive Insight.
The annual survey provides insights into consumer experiences, attitudes and behaviours in the Northern Ireland domestic electricity and gas markets across a range of themes.
The research allows us to measure and track the experiences of household energy consumers over time. We also use the findings to inform our consumer protection work.
The latest survey was carried out between September 2025 and November 2025 with a representative sample of 1,500 domestic consumers in Northern Ireland.
Themes 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 this year are:
- Overall satisfaction and overall trust for both electricity and gas consumer respondents is the highest since this information was first collected. 87% of electricity consumers and 86% of gas consumers reported being satisfied or very satisfied with their supplier.
- Respondents who had contacted their supplier reported positive experiences. Of those who had contacted their supplier for a reason other than making a complaint, 86% felt that they were listened to and understood, 83% felt that their supplier was supportive and 84% felt they had been treated fairly.
- Respondents were more likely to have read and understood their written correspondence from their supplier this year.
- Some groups were found to be struggling more than others to pay for their energy including consumers in vulnerable circumstances, those living with a disability, those with children, consumers living in social housing, private renters, prepayment meter users and those living in the most deprived areas.
- Less than half of respondents (47%) were aware that energy companies have special services in place to support consumers in vulnerable circumstances.
- 37% of respondents were not aware that energy suppliers have obligations to protect consumers.
- The proportion of consumers in vulnerable circumstances who have signed up for support services from NIE Networks and/or their suppliers has increased in the past year. However, sign up remains low.
Key findings from the survey are summarised in our highlight report and infographic. We have also published the full report.
You can find more information on consumer support services in the following links:
- Information on the customer care registers: Additional services available from utility companies | Utility Regulator
- If you are struggling to pay your gas or electricity bills, please see our information on the various protections for energy consumers: What we do to protect you | Utility Regulator
Copies of all documents can be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.