Utility sector lags behind with digital portals, survey finds

A poll of 2,000 consumers by Opus Trust Communications has revealed that over two-thirds would rather receive their utility bills digitally than by traditional means.

Findings from the report show that 49 per cent, the largest group, would want to receive their bills by email.  This is followed by 16 per cent through an online portal, 2 per cent from an app, and just 1 per cent by text. On the other hand, 30 per cent said that they would still want to receive theirs by post.

The sector lags behind others when it comes to the uptake of online portals and apps, with only 18 per cent using these means to view bills. When it comes to banking for example, a third of customers use digital methods to view statements.

When asked about contracts rather than bills, the most preferred option was by post at 45 per cent. This was closely followed by email at 41 per cent.

It was also reported that within five years, a third of consumers will prefer to carry out all their communications with service providers through online chat functions.

Chief executive of Opus Trust Communications, Tony Strong, said: “This hidden opportunity market report has confirmed that consumers expect choice when it comes to the way that they receive communications from their utility suppliers.

“Some utility providers have already proven the success of paperless billing, with the majority of customers willing to shift to digital communications, however findings have confirmed that consumers still remain loyal to post when it comes to non-transactional documentation.

“We know that regular communications speak volumes about a company but can often be overlooked. What we want to see is companies turning conventional, more functional communications into engaging, relevant and informative customer experiences.

“The message from this report is clear; customers are embracing new technology and channels, but there is no one-size-fits-all. Consumers each have individual preferences and organisations must ensure they offer customers a choice of channels to enable them to customise their communications.”

Utility Week recently held a roundtable focused on the evolution of customer service and how technology is making it possible for utilities to communicate with customers like never before.

Earlier this year, Severn Trent trialled an alternative payment method which it said will make paying bills “easier than ever”.

To find out more about some of the technological advances in the utilities industry read our new resource Flex.