* 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

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Source

Prepared by Natalie Griffiths