* UKCSI: The state of customer satisfaction in the UK – July 2016 ** http://www.walkerinfo.com/customers2020/ *** Engine Customer Experience Survey 2015 ^ 2016 2016 UK RepTrak® 150 ^^ Utility Week ^^^ Electricity Switching Figures: Energy UK
Utilities: The case for prioritising customer experience has never been so compelling
Customers favour high levels of service, even if it
costs more*
Experience set be a brand differentiator by 2020**
Of customers would be prepared to switch to an unknown company***
2020
79%
Consumer Insight Industry Insight
Bottom of UK Industry Ranking for Reputation^
Ranked 2nd worst for customer experience^^
2nd
Customers switching energy supplier in
2016^^^ £4.8m
Transforming customer experience has the potential to deliver the following:
The challenge Connecting customer experience to customers’ changing wants or needs in a way that delivers value for both business and the customer
Anywhere, anytime
Easy to use
Efficient & timely
Personalised
Anticipated
The benefits
Deeper customer
engagement
Profitable decision making
Delivers a personalised and unique experience
Drives Increased customer
loyalty
An ability to innovate and differentiate
1 2 3
4 5
Source
Prepared by Natalie Griffiths