Embed Size (px)
Citation preview
Utility Bills: Customer Engagement
A significant number of customers do
not look at their energy bill
Energy and Climate Change Committee, 2012 (Consumer Engagement with Energy Markets: Fifth Report)
Therefore for many, energy is a low
involvement product
Attitudes differ depending
on how customers pay
Manual payments such as cash or cheque
generate greater levels of involvement
Automated payment methods
have gained in popularity and
reduce the ‘cost to serve’
Utility bill engagement is therefore trending
down as payment methods change
Increasing consumer engagement levels is important
Understanding consumption patterns helps consumers to select
tariffs best suited to their individual needs
If customers find bills
confusing or uninteresting,
engagement is likely to
reduce
86% of 1,020 individuals
surveyed complained that
their bills were too confusing
uSwitch, 2013, (Over-complicated household bills are leaving
consumers vulnerable to over-charging)
Customers have said that bills use too many jargon
words and have information which is difficult to find
uSwitch, 2013 (Over-complicated household bills are leaving consumers vulnerable to over-charging)
Bill design is therefore important
to customer engagement
Technology is changing the way consumers and
utilities interact
Smart technology provides
a platform for greater
interaction & engagement
Portals displaying smart meter
reads will enable consumers
to interact more frequently and
in greater depth
Consumption information will be more detailed and easier to
interpret than a traditional bill
• A number of factors affect customer engagement
• Technology has an important role to play
• Pro-active utilities could reap the rewards of closer customer
relationships
In summary…
