Experiencias Significativas - Chile

Copyright © 2016 Accenture All rights reserved. 1

MEANINGFUL EXPERIENCES.


Yes, would consider alternative providers (i.e., retailer, phone or cable provider, online site, etc.)

Specialized energy services company

Phone, cable, or internet provider

Consumer electronics company

Online site

Retailer

Home monitoring company

The majority of consumers would consider alternative providers for electricity and energy-related products and services

You may currently, or in the future, have new companies offering you electricity, energy-efficient products (i.e., smart thermostats), and/or related services (i.e., customized information on your electricity consumption) on top of their traditional products and services. Would you consider purchasing electricity, energy-efficient products, and/or related services from the following providers? [Yes %]

Base: All Chile respondents

97%81%

75%73%

58%53%

50%

Q


Price is the main (but not the only) reason that may make consumers consider alternate providers

Why would you consider purchasing energy, energy-efficient products (i.e., smart thermostats), and/or related services (i.e., customized information on your electricity consumption) from a provider other than your energy provider (e.g., retailer, phone, cable or internet provider, online site, home monitoring company, consumer electronics company etc.)?

59%43%43%

30%26%

23%21%

16%16%

7%Base: All Chile respondents considering purchasing energy, energy-efficient products, and/or related services from alternate providers

QThe provider has lower prices than my energy provider

I can bundle products and services to receive a discount

The provider has better service than my energy provider

The provider has more information and knowledge of these products and services

The provider has a store where I can talk to a representative, see products and discuss services

I have had better customer experiences dealing with this provider than with my energy provider

The provider has a better return or service cancellation policy than my energy provider

I trust the provider more than my energy provider

The provider is a local company

I belong to the provider's loyalty rewards program


11%

20%

20%

21%

23%

28%

35%

43%

51%

53%

60%

65%Over the telephone with a representative

Over the phone using automated menu options

In person in a store

Online portal-website

In person at your home

Email

Using social media

Paper mail

Mobile application

SMS-text message

Online chat with a representative

Not interacted

Consumer interactions with current energy provider:


49%

44%

41%

47%

33%

28%

19%

22%

13%

13%

13%

+16pts

+16pts

+12pts

+4pts

+10pts

+7pts

+9pts

+1pts

+8pts

+7pts

+7pts

2014% interacted

2016

ENGAGEMENT Interactions are increasing across channels

Digital channels

Non-digital channels

Copyright © 2016 Accenture All rights reserved. 5Copyright © 2016 Accenture All rights reserved. 5

12%

71%

17%

The majority of consumers have not received information from their energy provider on DER products and/or services


Have you received information from your energy provider on any distributed energy resource products and/or related services in the past 12 months?

Distributed Energy Resources (i.e., residential power sources) products and related services include: Energy generation products (e.g., solar panels, fuel cells, etc.), Energy storage products (e.g. residential scale batteries), Electric vehicle in-home charging stations, Financing, warranty or maintenance services for distributed energy resource products.

I don’t remember

No

Yes

Q


INFORMATION is a powerful door opener for DER

Base: All Chile respondents who received information from their energy provider on distributed energy resources products and/or related services in the past 12 months

Did the information you received from your energy provider motivate you to consider distributed energy resource products and related services? Q

Share of respondents answering YES

79%


6%

13%

8%

14%

17%

17%

24%

35%

51%

56%

62%

60%

67%

62%

59%

36%

36%

24%

23%

16%

14%

Specialized providers are the most trusted sources of information about DER products and services


What organizations do you trust to inform you about distributed energy resource products and related services (e.g., solar panels, electric vehicle charging, and maintenance services related to batteries in your home)?

A specialized provider for these particular products and related services

Your current energy provider

A consumer electronics company

An online site

A phone, cable, or internet provider

A home monitoring company

A traditional retailer

Q

Do not trust TrustNeither trust nor distrust


SG NL MY US CN IE PH CA PT FR IT AU UK DE CL ES BR JP

56%53%

51% 51% 50% 49% 49%47% 47% 46% 46%

44%41%

38%36% 36%

32%30%

Consumers’ trust in their current energy provider to inform them about distributed energy resources products

% DER Trust of utilities/energy providers

Base: All respondents

QWhat organizations do you trust to inform you about distributed energy resource products and related services (e.g., solar panels, electric vehicle charging, and maintenance services related to batteries in your home)?

% Trust of utilities/energy providers- by geography

Average:46%



80% of consumers expect their energy provider to partner with other companies to offer distributed energy resource related packages that enable them to generate and store energy

80%

PARTNERING for new value propositions?

YES

Copyright © 2016 Accenture All rights reserved. 10Copyright © 2016 Accenture All rights reserved. 10Base: All Chile respondents; *All respondents that plan to buy/lease rooftop solar panels

of consumers are planning to sign up for rooftop solar panels (buying or leasing) in the next five years

Your current energy provider A phone, cable, or internet provider

A specialized provider for this particular service

4% 60%

14%

Preferred provider*?

84%

Consumer interest in current energy provider as their solar panel provider is second only to specialized providers


Opportunity to lower my energy bill

Opportunity to decrease my impact on environment

Opportunity to become energy independent

Improves the reliability of my energy supply

Opportunity to sell excess power to my energy provider or third party

I know someone who is already using solar panels

Improved battery technology is now available to reliably store my energy

Availability of government subsidies

Opportunity to get revenues from my solar panels

Availability of leasing agreements

The opportunity to decrease the energy bill is the main driver of adoption of solar panels, followed by the opportunity to decrease impact on environment and to become energy dependent

Base: All Chile respondents who have bought or leased OR plan to buy or lease solar panels in the next 5 years

66%61%

57%26%

18%18%17%

15%13%

6%

Please rank the top three reasons that motivated you to adopt or would motivate you to adopt solar panels that you buy or lease? Top threeQ


The up-front investment is too expensive

My current residence does not allow for the installation of solar panels

No one has offered them to me

Solar panels may not generate enough power to meet my daily needs

I am waiting for the price of solar panels to come down further

My current energy provider meets my energy needs and I do not see any reason why I would generate my own

energy

Installation, maintenance, and management is too difficult

I do not currently understand enough about them

Up-front investment, difficulty of installation in the current residence and lack of proactive offering by providers are the main reasons why consumers do not adopt solar panels

Please rank the top three reasons why you decided not to adopt solar panels? Top three

Base: All Chile respondents who do not plan to buy/lease solar panels in the next 5 years

27%

22%

21%

10%

10%

5%

3%

2%

Q





Batteries to store the electricity I produce**




A program that allows me to sell the excess power I produce*

28%

83%

Batteries to store the electricity I produce

A program that allows me to sell the excess power I produce

73%

4%

SOLAR PANELS ++

Share of respondents that plan to sign up within the next 5 years

16% 4%

Preferred provider?

44% 53%

Base: All Chile respondents owning or planning to buy or lease solar panels in the next 5 years; *Consumers who are planning to sign up for ”A program that allows me to sell the excess power I produce”/ ** Consumers who are planning to sign up for “Batteries to store the electricity I produce”


56%

A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours

A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I’m away, and allows me to make adjustments from anywhere via my smartphone

An application that enables me to remotely monitor and control elements of my home

An electric or plug-in electric vehicle that I buy or lease

3%*3%*4%* 3%*

78% 76%76%

Base: All Chile respondents, * % have already signed up or purchased

WANTED in the next five years


18-34 35-54 55 +

29% 34%

54%

37% 29%

27%

22% 26%

14%12% 11% 5%

Series5 Early adopters

Early majority Late majority

One millennial energy consumer out of three will be among the first to adopt the latest products and services


34% 37%

19%

Other age groupsNew Energy Millennials

Copyright © 2016 Accenture All rights reserved. 16Base: All Chile respondents


77%88%

76% 74%77% 78% 83%

69%80% 82% 82%

68%59% 61% 57% 51%

Early adoptersEarly majority

Late majorityLate adopters

56%





78% 76%76%




83%84%

76%78%90%69%

81%78%

70%83%75%73%

83%75%

72%79%90%70%

67%71%

51%57%67%45%

I want the lowest cost serviceI prefer to manage my energy consumption on my ownI value convenience

I prefer a simple and consistent experienceI buy new technologiesI want to experiment new technologies

56%





78% 76%76%





An electric or plug-in electric vehicle that I buy or lease (n=17)*

A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I'm away, and allows me to make adjustments from anywhere via my smartphone

(n=14)*

A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours (n=22)*

An application that enables me to remotely monitor and control elements of my home (n=17)*

A payment plan for charging your electric vehicle in public places that is consolidated with an existing bill for your home (n=14)* 47%23% 5%

For each of the following energy-related products and services, please indicate your preferred provider?

Energy providers and specialized providers are the best positioned for energy-related products and services

16%

16%

30%

15%

54%

47%

39%

38%

2%

5%

7%

10%

Base: All Chile respondents that plan to sign up for each product/service*Note: Small base size, results indicative only

Q


INTERESTin a new all in one bundled value proposition


I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested

43%

47%

10%Consumers interested in connected

home and willing to pay for it

43%

67%

45% 45%

33%

Early adopters Early majority Late majorityLate adopters

Connected home

A bundled service including an automated ‘home energy management’ service, plus home monitoring and automated control services, plus connected car services and connected media and entertainment services


Specialized providers are the preferred choices for connected home services at a premium

Base: All Chile respondents interested and willing to pay to benefit from an integrated connected home service

QWhich providers do you think are the best positioned to offer connected home service? Top three



A consumer electronics company


A home monitoring company

An online site

A traditional retailer

75%

55%

43%

39%

28%

20%

11%

Economy & Finance

Experiencias Significativas - Chile