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Copyright © 2016 Accenture All rights reserved. 1 HYPER-RELEVANT.

Hiper Relevante - Chile

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Page 1: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 1

HYPER-RELEVANT.

Page 2: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 2

Energy-related products and services relevance are diverse

Early adopters Early majority Late majority Late adopters

10%22% 28% 30%8%

10%15%

40%73%

37% 10%

8%

9% 11% 7%

15%

33%

12%5%7%

10%I buy new technologies

I prefer to manage my electricity consumption on my own

I value convenience

I want to experiment with new technologies

I want the lowest cost service

I prefer a simple and consistent experience

Base: All Chile respondents

Page 3: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 3

98%

87%

of consumers would be more satisfied if their energy provider could personalize their overall customer experience

of consumers would use more digital channels if they were provided with a personalized experience across digital channels

A PERSONALIZED experience is critical to drive digital engagement and increase satisfaction

76%

77%

86%

88%80%

71%

85% 83%

A website/app which “knows” my real-time energy usage and automatically signs me up to the best available offer from my provider

A customizable digital bill where I can select the usage information to be displayed, bill layout, and frequency of the payment periods

A text message or email that provides me regular updates on my real-time energy usage and projected end of month bill

An in home system that automatically limits my electricity usage at peak periods of the day and in return provides credits to my bill

Ability to receive individualized advice and relevant new product and service offers from ANY customer service representative

An in home assistant and monitoring device that provides energy usage feedback and suggests customized new products and services offers

A pre-pay rate that is personalized to my average energy consumption

The ability to log into an energy provider’s portal with social media credentials

Base: All Chile respondents

Page 4: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 4Copyright © 2016 Accenture All rights reserved. 4

The majority of consumers are somewhat or very interested in an online PERSONALIZED marketplace

How interested would you be in an online personalized marketplace from your energy provider where you can select and purchase energy-related products and services?

Base: All Chile respondents

43%

46%

10%1%

Not interested at all

Not very interested

Somewhat interested

Very interested

Page 5: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 5Copyright © 2016 Accenture All rights reserved. 5

The majority of consumers are interested in DIGITAL NOTIFICATIONS for relevant new products and services

Base: All respondents

For new energy-related products and services identified as relevant to you by your energy provider, how interested would you be to get digital notifications (e.g., sending you an email, getting notifications while navigating the internet, personalized web ads, etc.)?

Q

Base: All Chile respondents

35%

47%

15% 3%

82%

Not interested at all

Not very interested

Somewhat interested

Very interested

Page 6: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 6

INFORMATION from energy providers is essential to influence new products and services adoption

Base: All Chile respondents

To what extent would each of the following factors most influence you to adopt/sign up for new energy-related products and services?(Top two significantly + somewhat)

Receiving detailed information from my energy provider

Learning about these in conversations

Learning about these via advertisements

Learning about these on social media

Learning about these in my community

90%

74%

72%

71%

61%

Q

Page 7: Hiper Relevante - Chile

Copyright © 2016 Accenture All rights reserved. 7

Energy providers have the opportunity to drive the adoption of new energy-related products and services

Base: All Chile respondents

To what extent would each of the following factors most influence you to adopt/sign up for new energy-related products and services? (Top two significantly + somewhat)

89%

76%

73%

73%

60%

92%

71%

71%

69%

63%

QReceiving detailed information from my energy provider

Learning about these in conversations

Learning about these via advertisements

Learning about these on social media

Learning about these in my community

Digital Channel Users Non Digital Channel Users