11% of users changed electricity supplier in the year of the energy crisis

11.1% of electricity company users

, the year with the most expensive prices in history in this sector, according to data from the Household Panel published by the National Markets and Competition Commission ( CNMC).

The percentage has increased by 50% in the last two years and growth is also reflected -although much more restrained, of 0.3 percentage points compared to 2020- among those who changed their gas supplier: 7.2%.

The CNMC panel confirms what, in any case, already seemed a reality at the end of 2021, when it was learned that large firms had lost around 300,000 customers during the period of record electricity prices.

It was in this year when a maximum price was exceeded that had not been exceeded for almost two decades - the already distant 106.57 euros per megawatt hour on July 21 - and since then electricity has followed an upward trend never seen before.

The record accumulation was carried over to 2022 - especially after Russia's invasion of Ukraine - and reached a new milestone when it reached 544.98 euros on March 8.

"In a context of exceptionally high prices, users changed more electricity and gas companies than a year ago, in an attempt to lower their bill," explains the CNMC in a press release.

This is especially appreciated in the case of electricity, although it is true that

.

Thus, the organization also states that "saving on the bill for contracted energy services" was the reason why seven out of 10 customers opted for this change in both electricity and natural gas, while the rest did, precisely, to contract a joint offer.

In any case, the solution was not always a panacea: among those who did not change companies, 40% remained firm because the change of operator would not lead to savings.

complicated changes

In any case, the customers who changed companies the most were those in the telecommunications sector, led by fixed broadband (13.7%, slightly less than 14.2% in 2020).

Fixed telephony (12.7% practically identical to the 12.8% of the previous year) and mobile telephony (12.3%) appear in second position.

The increase in changes also entailed, according to the CNMC panel, an increase in the complexity of the process.

In general, a much higher percentage of users said it had been difficult or very difficult, and this figure grew much more in the energy sector.

From 5.3% who complained about this in 2020 in the case of the electricity company, it went to 11.2% last year.

In gas it went from 8.7% to 13.3%.

Fixed broadband (19.3%), fixed telephony (19.2%) and mobile telephony (17.1%) still lead this list.

However, these percentages could change considerably in the coming months, as the Council of Ministers approved this week a draft bill to regulate customer service.

The idea, according to the Minister of Consumption,

, is that they have personalized assistance -instead of robotized- and that claims are resolved within a maximum period of 15 days (currently there are 30).

In addition, Garzón pointed out, there must be "a guarantee that 95% of the calls answered are under three minutes."

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• Minister council

• Alberto Garzon

• electricity bill