Fewer and fewer of us, according a recent survey by Accenture, which found that less than one-quarter of US consumers retained faith in their electricity utility – a 9 per cent drop on last year’s number and the lowest result in the four years Accenture has been conducting the annual survey. And globally, customer satisfaction was found to have dropped 12 percentage points to 47 per cent in the past year alone.
Greg Guthridge, managing director for Accenture Energy Consumer Services, says the survey’s results show that utilities are “at a turning point” when it comes to serving today’s consumer. As the study itself notes: “Energy is quickly becoming much more than a commodity. It is a product, a platform and a lifestyle enabler that can increasingly be personalised and tailored to deliver on a number of outcomes for energy providers.”
Guthridge says utilities need to redefine their role in consumers’ lives and refocus on building a base of trust. “The first step is making interactions simple, and in particular, getting the basics right the first time.” As Greentech Media points out, these days “the basics” range from detailed usage information (if they have a smart meter) to more rate-plan options and digital tools, such as email or text bill alerts. But for most, “the revolution is not happening fast enough” – clearly.
Graphs by Accenture, via Greentech Media.
