Energy Customer Interactions and Communication Channel Preferences

IDC conducted a survey of 1,730 energy consumers worldwide across diverse age groups and market types to assess customer satisfaction with energy suppliers’ products and services, communications and interactions, customer experience, and customer journey. Titled the "IDC Energy Insights Energy Consumer Survey," the survey findings have been broken down into a series of documents that analyze specific topics revealed by the data.  

Part 2 of the survey series, “Energy Customer Interactions and Communication Channel Preferences,” looks specifically at consumers’ attitudes toward their interactions with energy providers, assessing key interaction points across the customer experience (CX) and factors like interaction frequency, length, channels leveraged, and overall digital experience satisfaction. These survey findings can help energy suppliers focus their CX enhancement and capability-building efforts on what will make the most impact, while gaining insight into the larger market shift in the consumer-supplier relationship.  

Complete the form at right to download the IDC Survey and unveil:

•    How different consumers perceive energy supplier contact frequency
•    Which channels have the highest vs. lowest customer satisfaction rates
•    Why engaging younger consumers requires new capabilities and skills
•    Top 3 reasons consumers contact their energy suppliers and key channels
•    The interaction points that would most benefit from enhanced personalization

Align your CX and digital transformation dollars to demonstrated customer needs!