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Research by software company Opower has shown that the majority of customers do not think switching energy supplier would increase their satisfaction level due to poor communication from suppliers across the industry.
Two thirds of customers would switch energy supplier after receiving an unexpectedly high bill, but 63 per cent said this would not make them happier, Opower said.
A third of customer’s value good communication over low prices, but of the 73 per cent of customers had received an unexpected high bill in the last 12 months, with less than 40 per cent said they were alerted sufficiently in advance.
The research revealed twelve ‘moments that matter’ when a customer expected good personalised communication from their provider, such as moving house or receiving an unexpectedly high bill, but said this is often when suppliers communicate the worst.
More than 80 per cent of customers said alerts for unusually high bills, helpful customer support, and information about rate changes were important to them to receive, but less than half are satisfied with their experience during these interactions.
Opower vice president John Webster said: “Most customers think about their energy provider for just a few minutes each year, and everyone is looking for ways to break through this supposed indifference.”
“But if you listen to customers it’s clear the solution lies not in telling them about great service provided or creating new reasons to contact them, but by making the customer experience better during the existing moments that are most important to them.”
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