Consumers ‘cynical’ about smart meter rollout, warns IT firm

There is “widespread cynicism” among consumers about the viability of big IT projects like the smart meter rollout and 62 per cent doubt it will happen in the shifting time frame, according to software quality specialist SQS.

The research reveals a “great deal” of consumer confusion surrounding the planned smart meter rollout and a “lack of confidence” in the success of the project.

Of those consumers polled, 27 per cent of consumers think their energy supplier’s track record of inaccurate billing, poor customer service and delays in problem fixing don’t bode well for smart meter rollout success, while 30 per cent believe the new technology is at risk of hacking and cybercrime.

In addition, 37 per cent of consumers are “convinced” the new technology will benefit energy suppliers the most and 56 per cent agree that the real reason for the change is the draw of acquiring additional customer data.

SQS director of power and communications Angus Panton said the rollout is a “wake-up call” for established energy providers.

He added: “Our study shows that consumers want targeted, value-added services and greater control over their energy use, but don’t always trust their existing provider to deliver. Despite the cynicism, there is an overall customer desire for the advantages and benefits smart meters will deliver.

“The new smart world will generate large volumes of data and for established suppliers it is vital they have the high performing, integrated infrastructure in place to capture, secure and make the most of the real-time data they generate, all day, every day.”

The SQS research follows a report from the Institute of Directors (IoD) last week, warning that the rollout should be “halted, altered or scrapped” to avoid a potentially “catastrophic government IT disaster”.

IoD senior infrastructure advisor Dan Lewis said: “Perhaps the only reason why the cost and ambition of this project has not become a national scandal already is because of a conspiracy of silence among politicians in thrall to big ideas and even bigger budgets.”

Earlier this month, MPs scolded the Department of Energy and Climate Change for “failing to resolve” problems which could cause the smart meter rollout to “veer off track”.

Committee chair Tim Yeo said: “Smart meters could generate more than £17 billion in energy savings for the country yet a series of technical and other issues have resulted in delays to the planned rollout.”