Thank you Scott for your detailed and speedy reply. I now understand the ratings and will take them into account. I also hope to leave a positive response after I have been using the supplier for a period.

jamieson22,

The 'star ratings' are based on provider data from Consumer Focus which look at the following areas:

Gas Supply

Electricity Supply

Billing

Transfers

Direct Selling (i.e. door-to-door)

Data source can be found at: http://www.consumerfocus.org.uk/en/content/cms/Energy_Help___Advice/Helping_Households/Supplier_performance/Supplier_performance.aspx

We then add our own scoring based on range of products, availibility, investment in vulnerable customers, CO2 and renewables.

The scoring structure we adopt is accredited by Consumer Focus.

We are aware of the discrepancy between this score and that shown by our 'Customer Reviews' but, as with most things, it is generally the case that customers are more likely to leave feedback on a bad rather than good experience.

We are working to change this and to encourage customers to leave more positive feedback where possible.

I hope this helps.

How can Moneysupermarket show e-on with 5 stars for service?

I was looking for a new supplier and went to compare tariffs. I noted that e-on had the most stars for service and that they had 367 customer reviews I was astonished to read the negative responses and that the overall review was 4 out of 10.

How this stacks up with 5 star service rating I don't know but I am still looking for an unbiased view.