Customer Experience Guide for Utilities

Competition in energy has eroded the market share of the big 6 players, which fell to 70% in H2 2022. However, rising prices have seen many new suppliers go bust.  Consumers and businesses worry about their bills and are looking to cut costs.

While not impacted by competition or rising prices, water companies still face calls to improve how they operate.  There is a lot of pressure to do more to stop leaks, and prevent pollution and the dumping of sewage into rivers. Research commissioned by regulator Ofwat found that just 25% of consumers felt their water provider acted in the best interests of customers.

Customer expectations are changing

As well as the best possible prices they also want an excellent customer experience – and when it comes to their energy supplier, they are happy to vote with their feet if they don’t receive it. ContactBabel estimates that electricity and gas suppliers are losing £448m every year as customers switch after experiencing poor service and long wait times.

Demonstrating the need for improvement, Ofgem found weaknesses in how all suppliers handled customer service.

Download the Customer Experience Guide for Utilities.