The Digital Customer
Our new report discovers that 48% of consumers – and 63% of under 25s – complain that their utilities provider doesn’t communicate with them enough.
New research in our report The Digital Customer: How utilities brands can power up the customer experience reveals that utilities customers want more contact with their providers. In a survey of 1000 gas and electricity customers from across the UK, it was revealed that:
Whilst it wasn’t the main focus of the research, the survey also uncovered that a huge 93% of customers are anticipating some difficulty in paying their gas and electric bills due to price rises. With this in mind, fostering a good relationship with their customers should be front of mind for utilities providers to ease the burden where possible.
Ben Young, our Development Director for Transactional and Regulatory Communications, said:
“It’s really interesting to discover that utilities customers would like more communication from their providers. It affirms the work we do at Go Inspire – customers are happy to be communicated to frequently, as long as the information is targeted and relevant.
“Particularly against the current backdrop of ever-increasing energy prices and the resulting uncertainty for customers, transparency is absolutely key in this sector. We would encourage providers to place focus on their data quality to fine-tune their personalisation efforts.”
You can download the full report here: http://goinspire.co.uk/white-papers/the-digital-customer
Our latest report THE DIGITAL CUSTOMER, discovers that 48% of consumers – and 63% of under 25s – complain that their utilities provider doesn’t communicate with them enough.
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