How energy suppliers 'can change the narrative and build trust'

Gaia Gallotti, Associate Research Director at IDC Energy Insights, reviews the findings of the company’s latest energy consumer survey.

Energy consumer satisfaction and net promoter scores are way down from two years ago as a result of energy prices, which have been on the up in most if not all parts of the world.

But on the other hand there has been a drop in help centre contact by phone and a growth in the use of digital channels by consumers to engage with their utilities and an increase in the satisfaction with these compared with other channels.

“We have seen significant leaps forward in energy suppliers’ capabilities when it comes to digital channels and an improvement in the customer journey,” says Gallotti, highlighting mobile apps and to a lesser extent chat capabilities.

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And its not only the ‘gen zs’ and millennials but also older consumers who are now much more likely to reach out to their supplier through the digital channels.

Which also presents further opportunities for energy suppliers as – in the northern hemisphere at least with the current winter months – energy is now as never before “top of mind” with most consumers.

“It’s an opportunity for energy suppliers and everyone involved in the customer journey to change the narrative and build trust,” she says.

Examples could include personalised energy efficiency recommendations and reaching out to the most vulnerable customers.

“Suppliers in general are not very trusted but they need that to become trusted energy advisors to get us through the energy transition to net zero… Grasp the opportunity!”