DEFG’s Annual State of the Customer in the Utility Sector Survey
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- Feb 19, 2019 11:00 pm GMTFeb 19, 2019 10:06 pm GMT
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Last month Distributed Energy Financial Group (DEFG), a utility customer experience management consulting firm released the “Annual State of the Customer in the Utility Sector Survey.” DEFG surveyed over 1,000 consumers as part of the Utility Customer Research Consortium (UCRC). The survey examined trends in customer satisfaction, customer loyalty, and customer preferences related to various facets of customer service in the utility sector–ultimately finding many strengths and weaknesses in the utility customer service model.
Some of the most interesting findings of the survey include:
While only one-third of customers contacted their electric utility in the past 2 years, most customers are happy with their utility customer experience––a slight increase from 2017.
About one-third feel that they are getting a comparatively better value from their electric company compared to their entertainment/streaming service and mobile providers.
Twenty-two percent of customers are very likely to switch to another energy provider other than their utility. Another 48 percent (mainly younger Americans younger than 55) may consider switching if the offer was right.
Customers would get the most value if their utility offered lower prices or other ways to lower their utility bill such as different types of payment plans, cost adjustments (discounts/rebates, lower prices, and free energy), and different payment options (credit card payments and online payments).
Nearly half of these American consumers think it is extremely or very important that their electric utility offer the ability to pay their bills using a mobile phone or other mobile platforms in the future.