Today’s user expectations and perceptions of Energy Suppliers’ digital channels

Real customers evaluate the websites and apps provided by Energy Suppliers

Amazon, Google and Apple are amongst the big digital players who have set a high benchmark with their consistent and user-friendly digital service. A customer journey via one channel delivers the same value as the next channel.

Customers expect the same from other service providers – including Energy Suppliers.

With the aim to shape the digital transformation roadmap, our study gains insight into what drives high customer engagement and satisfaction.

We have looked at eight suppliers who represent a cross-section of Energy Suppliers in the UK. These suppliers have been evaluated based on four key elements:

1. User experience
2. Functionality
3. Complexity
4. Performance

Findings

Throughout the report we have shared our observations on each of the four key elements assessed – sharing any impact on user perception, customer satisfaction and confidence in suppliers.

Detailed scores are provided for each Energy Supplier.

A key take-out is that there is room for improvement within the digital channels of the Utilities sector. Our report highlights where the biggest impacts can be made.

This report shares the highlights of our findings.