The Spanish competition authority, CNMC, has conducted a thorough analysis of customer service practices among electricity and gas suppliers, revealing both advancements and ongoing deficiencies. In the second half of 2025, CNMC executed 860 assessments using mystery shopper techniques to evaluate customer interactions across 18 electricity and 13 gas companies.

While improvements were noted compared to the previous year, issues such as lack of transparency and accessibility in online services persist. Customers faced challenges accessing offer details without providing personal information, and the clarity of pre-contractual information over the phone was found to be lacking.

In response to these findings, CNMC has recommended implementing consumer information requirements for the gas sector similar to those established for electricity. The authority will communicate identified deficiencies to the companies and monitor their rectification, with the possibility of initiating further actions as necessary.

The competitive landscape in the electricity sector has led to record customer switching rates, with 7.3 million changes in 2025 and nearly 2.2 million in the first quarter of 2026. The majority of these changes occurred within the free market, indicating a dynamic market environment.