Octopus Energy may not have a traditional “community” as some might define it, but they embody many elements of what we admire in community‑driven companies. In fact, you could call them the best community company that doesn’t have a community.
Their approach has cultivated strong customer loyalty and significant customer referral value. A great example is their “give £50, get £50” financial referral program.
What’s even more telling is the recent outpouring of defence of the Octopus brand by their own customers after a telegraph article in response to a competitor’s negative comments. This spontaneous online engagement demonstrates the deep foundation of trust Octopus has built over many years.
This trust stems from a consistent focus on connection. Octopus blends personal service with technology; customers often report having genuine conversations and feeling like Octopus truly cares about them, and the company has also been open about using artificial intelligence to handle a substantial share of customer enquiries. They’ve even referenced real‑life customer interactions in their marketing, highlighting the unique and caring conversations their customers experience.
Energy is a core part of people’s lives, tied to heating homes, keeping loved ones safe and cooking. This creates a strong emotional connection, and Octopus understands and caters to this.
Their commitment extends to vulnerable customers through initiatives like the Octo Assist Fund, which provides free electric blankets, standing‑charge waivers and access to priority services, funded to the tune of £30 million. This demonstrates that Octopus truly “walks the walk” when it comes to their values.
This real‑world commitment to their customers, even without a formalised “community” platform, sets Octopus Energy apart as a truly community‑centric company. They show that genuine care, trust and human connection are the cornerstones of a loyal and engaged customer base.
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