Building a Better Partnership

At Yü Energy, we’re always looking for ways to improve the experience of our TPI partners by offering reliable, transparent and innovative services.  

The results of the 2024 TPI Satisfaction Survey by Cornwall Insight gave us valuable perspective into our performance across key areas, as rated by our TPI partners. This survey not only highlights our successes but also sheds light on areas where we can improve. 

Your feedback is vital to us, and we are committed to addressing your needs, strengthening our collaboration, and ensuring Yü Energy remains your trusted energy partner and continues to meet your needs. 

In this article, we will break down the findings from the survey and share how we plan to leverage these insights to enhance our service offerings.  

When it comes to partnerships, there are a number of factors that are important to TPIs and understanding what matters most to our partners is crucial for building strong, collaborative relationships. As part of the 2024 TPI Satisfaction Survey, TPIs were asked to rate the following categories on how much they value them.  

Competitive prices  

SME- 9.3 out of 10 

I&C – 9.0 out of 10 

This was rated as the most important factor for SME TPIs, and the second most important factor for I&C TPIs. Positive feedback from TPIs noted that Yü Energy offers reasonable and consistent pricing. 

Effective Onboarding  

SME- 9.2 out of 10 

I&C – 9.4 out of 10 

I&C TPIs rated effective and hassle-free onboarding processes as the most important factor, whilst SME TPIs rated this as the second most important factor. This indicates that the onboarding experience plays a big part in influencing their perception of a supplier, and effective onboarding will increase their likelihood of continuing their partnership with a supplier.  

Clarity of Terms in Contracts  

SME- 9.0 out of 10 

I&C – 8.9 out of 10 

This scored highly for both SME and I&C TPIs, highlighting the importance of keeping contracts straightforward, transparent and accessible. This indicates that easy-to-understand contract terms can help foster good relationships between TPIs and clients as well as TPIs and energy suppliers. 

Quick Responses  

SME- 8.9 out of 10 

I&C – 9.2 out of 10 

This is another priority for both SME and I&C TPIs. Quick response times help with the resolution of any issues that might crop up, minimising disruption. It also directly affects operational efficiency, customer satisfaction, and the overall perception of the supplier. 

Scale of Supplier/Trust in Brand  

SME- 8.5 out of 10 

I&C – 8.7 out of 10 

Working with a brand they can trust is important to both SME and I&C TPIs and will help foster stronger working relationships. As a fast-growing challenger brand, this is something that we have worked hard to establish; holding onto our value and improving our service as we scale up.  

In fact, Yü Energy saw a 67-percent improvement in the likelihood of being recommended for SME products, rising to 75% in 2024. This was the largest improvement amongst suppliers in this category. 

Commission Payment Terms  

SME- 8.3 out of 10 

I&C – 8.5 out of 10 

These high ratings reflect the weight TPIs place on this aspect in their partnerships with suppliers. Transparent and fair commission payment terms help TPIs to manage their cash flow and improve financial planning, as well as help build trust between TPIs and suppliers. 

Innovative Products  

SME- 7.9 out of 10 

I&C – 8.1 out of 10 

These scores reflect the growing importance for innovation in the energy sector. Having access to innovative products can help TPIs stand out to their customers, effectively addressing their needs and acting as a unique selling point.  

TPIs highlighted the usefulness of our portal, allowing them to manage contracts and check eligibility for smart meters. 

At Yü Energy, we are expanding our offering with new products for 2025 – watch this space for Yü Analytics, Zero Standing Charges and Flex plans! 

The results of the 2024 TPI Satisfaction Survey have highlighted some key points relating to our performance over the past year; including both things we’re doing well, and things we can work to improve on over the next year.  

In the SME segment, we scored an overall 5.4, ranking us 7th out of 21 suppliers. This is a marked improvement from 2023, when we were ranked 17th with a score of 4.4. We saw similar improvement in the I&C segment, with an overall score of 5.2, up from 4.0 in 2023, placing us 13th out of 21 suppliers.  

This improvement in our scores across both segments indicates that we are better aligning with TPI expectations, creating great groundwork for further growth. 

The report also highlighted that we are one of only 4 suppliers whose scores are improving, whilst many other suppliers have fallen or remained the same.  

Overall, we were classified as ‘holding steady’ for SMEs and ‘improving’ for I&C, in terms of meeting TPI needs and expectations.  

Some other key findings include: 

• Product awareness and recommendation likelihood – Yü Energy saw significant gains in the product awareness and recommendation likelihood categories, particularly for SMEs 

• Fixed price plan awareness (SME) – In the SME segment, Yü Energy was 24pp above average for TPI awareness of electricity fixed price contracts, scoring 7.0 and was 23pp above average for TPI awareness of gas fixed price contracts, also scoring 7.0 

• Fixed price plan awareness (I&C) – In the I&C segment, Yü Energy scored 74 for TPI awareness of electricity fixed price contracts and 74 for gas fixed price contracts. This is 6pp above average for overall supplier awareness of fixed electricity contracts and 11pp above average for supplier awareness for fixed gas contracts 

• Accuracy and speed of billing – we ranked in the top 3 suppliers for accuracy and speed of billing, as well as clear credit terms 

At Yü Energy, we are committed to continuous improvement, and the insights provided by our TPI partners have highlighted several key areas for growth. 

1.Speeding up response times and improving billing accuracy 

The results of the survey highlighted a need for quicker response times and greater billing accuracy. By focussing on streamlining our operations, we can ensure a more seamless and efficient experience for our TPI partners. 

2. Strengthening our green credentials  

Sustainability is a key focus for Yü Energy. Whilst 25% of TPIs recognise our ability to provide Renewable Energy Guarantees of Origin (REGO) certificates, we acknowledge the need to address concerns about greenwashing and offer more transparency about how our green energy products work.  

3. Expanding product awareness 

We understand that awareness of our offerings needs improvement. The survey results motivate us to introduce a range of innovative products in 2025, including Flex Energy Plans and Yü Analytics. These products are designed to better meet TPI and customer needs.  

We will also be introducing a new quarterly TPI newsletter, to keep all of our partners up to date with new product releases and services, as well as offer some useful insights and guides 

4. Meeting TPI Expectations for Flexibility  

The survey also highlighted the need for greater flexibility, self-service tools, and regular updates on billing and system improvements. 

We are prioritising this by providing all our TPIs with a dedicated account manager to help increase communication to keep our partners informed about system changes. 

We have also recently introduced Live Status Reporting, with the aim of streamlining TPI’s experience with real-time data, greater market insights and improved efficiency and transparency for their clients. 

5. Improving satisfaction and recommendation likelihood 

Currently, only 19% of TPIs recommend our I&C products, and 30% recommend our services. These figures highlight an area for improvement.  

By addressing areas where we did not perform as well as we’d hoped to, we aim to improve this score. 

The insights from this survey provide a valuable roadmap for growth. By addressing these key areas, we are confident in our ability to improve TPI satisfaction, strengthen partnerships, and continue delivering energy solutions that empower businesses and TPIs alike.  

“Yü Energy are cheap; you can contract without a deposit” 

“Yü Energy portal is helpful to see if customer is SMET eligible”  

“Yü Energy have recently come onboard, have been fairly consistent – offering reasonable prices” 

In conclusion, the 2024 TPI Satisfaction Survey has provided invaluable insights into what matters most to our TPI partners and where we can improve. At Yü Energy, we aim to not only meet but exceed the expectations of our TPI partners. We value your honest feedback and look forward to building on these survey results to create a better experience for our TPIs in 2025.