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Spotlight on utilities 

While customers ranked the utilities sector as having the poorest customer experience overall, results from the US demonstrate that great opportunity exists for those able to meet customer expectations.

Spotlight on utilities

Key findings for utilities:

  • Respondents from the UK awarded their utilities the lowest scores across all sectors and markets
  • UK were the only respondents to say that their customer experience had worsened in the past 12 months
  • “After seemingly endless price increases, a series of consolidations and a litany of lofty energy policy announcements, many consumers seem disillusioned with their utilities providers.”
  • Four of the five markets surveyed said that their experiences had improved less than the all sector average
  • Utilities customers place highest importance on value for money
  • The highest performance gaps were reported in value for money (a gap of 35 percent) and in putting the customer first (a 31 percent gap)
  • 56 percent of respondents from China and around a third of those from the US and Australia reported making a recommendation for their utility brand in the past year
  • The sector also returned average scores for resolving complaints at the first point of contact with the UK leading the rankings.

“When price is the overwhelming factor for customer satisfaction, it is difficult to impact the customer experience without eroding margins,” noted Peter Kiss, KPMG’s Head of Power & Utilities - EMEA. “As such, the real take away of this report for utilities is not as much whether customers are satisfied or not, but rather just how dissatisfied they are versus the closest competitors.”

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