Six customer groups, one supplier
EDF has broken down nearly 900 small business customers into six distinct groups after two tough years of rising costs. The supplier says 73% of SMEs found the period especially hard, with hospitality, retail and agriculture hit hardest. Instead of one-size-fits-all tariffs, it is now matching services to each group's stated priorities.
Service Seekers and Time Savers
Service Seekers want reassurance and quick expert help, with 70% valuing emergency assistance and 42% wanting a dedicated account manager. EDF says 89% of its July calls were answered within ten minutes. Time Savers, meanwhile, focus on speed: 72% rate easy account management as important and many want 24/7 self-service plus flexible payment options including direct debit discounts.
Low Engagers, Simplicity Seekers and Energy Optimisers
Low Engagers prefer minimal contact and value simple billing and payment choice. Simplicity Seekers want low hassle above all, with 90% saying this drives their choice of supplier. Energy Optimisers already use smart meters at higher rates than average and are more interested in renewables and net-zero support, including free low-carbon reports through EDF's Perse partnership.
Price Prioritisers and next steps
Price Prioritisers switch more often and put cost first, though many still want reliable supply and clear contract options. If your business fits one of these descriptions, compare the latest business energy deals to see what else is available. The findings line up with wider pressure on SMEs we noted in our recent piece on fixing tariffs ahead of the October price cap.
