Do Energy Suppliers Around the World Provide Their Customers a Positive CX Along the Customer Journey?

IDC conducted a survey of 1,730 energy consumers worldwide across different age groups and market types to assess customer satisfaction with energy suppliers’ communications and interactions across the customer journey. The key findings and analysis of IDC's "Energy Insights Energy Consumer Survey" have been broken down into a series of documents, titled the "Worldwide Energy Consumer Survey Discovery Series."

Part 5 of the survey series, “Do Energy Suppliers Around the World Provide Their Customers a Positive CX Along the Customer Journey?” looks at how energy customers perceive their energy suppliers’ performance across various aspects of the customer journey, breaking down the insights by age group, market type, and smart meter installation. The survey findings provide critical insights that energy suppliers can use to help identify key gaps in the customer experience (CX) and strategically prioritize their 2024 technology investments.

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

•    The top two CX aspects that energy suppliers are most lacking in 
•    Key differences in CX perception across age groups and market types
•    Consumer views on how well energy suppliers carry out specific tasks
•    Why CX consistency across channels and tasks is becoming critical

With less than 35% of customers agreeing that their energy supplier is a valued advisor, now is the time to shift the dynamic and secure loyalty in an increasingly competitive, customer-driven market!

Download now to reveal key CX optimization opportunities. 

Source: “Do Energy Suppliers Around the World Provide Their Customers a Positive CX Along the Customer Journey? Part 5 of the 2022 Worldwide Energy Consumer Survey Discovery Series,” By: Gaia Gallotti, April 2023, IDC Survey, Doc # EUR150512923