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To succeed amid uncertainty and disruption, utilities need to remain flexible. The starting point: eliminating key consumer dissatisfiers while focusing on operational imperatives.
As market forces redefine the utilities industry, providers need to redefine themselves to meet the changing demands of consumers. Many utilities are not equipped to respond effectively to the change and disruption that defines the evolving marketplace, and the status quo is accelerating dissatisfaction among consumers.
In recent years, utilities have had to cut costs while continuing to improve operations and satisfy consumers. Based on Accenture’s latest New Energy Consumer research, The New Energy Consumer Handbook, and our experience working with utilities, these are positively related and self-reinforcing goals.
Streamlining operations and creating a culture of continuous improvement can enhance customer care and reduce associated costs. By focusing on the things that dissatisfy consumers, utilities can reduce their controllable operational costs by as much as 30 percent.
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Accenture’s The New Energy Consumer Handbook draws upon four consecutive years of end-consumer research, analysis of consumer and technology trends, insights from leading energy providers, cross-industry experience and Accenture’s knowledge of managing utility customer operations.
Accenture’s four years of global research surveys are based on questionnaire-led interviews with end consumers. In total, across four years of research, more than 40,000 consumers have been surveyed worldwide. In 2013, more than 2,000 small and medium businesses (SMBs) were surveyed in addition to residential consumers. The selected countries represent a range of regulated and deregulated markets.
From broken processes and poorly communicated messages to unmet expectations, failing on the basics can significantly impact customer satisfaction. Dissatisfiers point to opportunities to improve the customer experience and often highlight critical operational inefficiencies that drain resources and consumer goodwill.
Getting the basics of the customer experience right is critical, but there are gaps between what consumers say they want in terms of service and what they feel utilities are providing.
April 30, 2014
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