DEFG commissioned a national survey of utility customers to glean more insights on what utility customers may value from their utility.

EcoPinion No. 19 shows a conflicted consumer landscape in terms of customer expectations. On one hand, the majority of customers feel that their utility is providing enough choices and amounts of information, and that the utility’s customer service is generally good. On the other hand, there is a band of consumers who feel strongly that they would choose a different energy provider if they could. So, one could argue that there may be a disconnect between customer service and the overall customer experience or perception of the utility, thus low or weak customer loyalty.

The challenge for utilities is therefore twofold:

  1. Address the majority of consumers as part of an overall customer strategy that results in deeper engagement, and
  2. Address specifically the needs and concerns of a subset of consumers in order to increase overall customer satisfaction


Filed Under: Choice