EcoPinion No. 29 - Puppies to Hunting Dogs: Leveraging Utility Customer Capital for Return on Customer
The “Annual State of the Customer Survey in the Utility Sector” is a survey of 1,000 Americans conducted late last year. The annual survey is conducted in collaboration with the members of the Utility Customer Research Consortium (UCRC), a blue-ribbon panel of utility executives focused on customer strategy and operations.
EcoPinion Consumer Survey No. 29 finds that utility customer service is generally viewed as either “very good” or “good” by an overwhelming number of respondents. However, there is evidence that high customer satisfaction does not necessarily translate into customer loyalty. Concerns regarding customer loyalty could translate into action that is disruptive to energy utilities. Forms of exit include residential solar technologies, increased energy efficiency, and even rising levels of uncollectible revenue. Over time, the report findings suggest that partial exits could easily turn into full exits with advances in battery storage connected to distributed energy, or due to a renewed focus on retail competition.
Download the report, or read the press release.