TECH SUPPLIER Jul 2021 - IDC Survey Spotlight - Doc # EUR148039821

How are Utilities' Communication Channels Performing, and How is This Impacting CX?


Gaia Gallotti

This IDC Survey Spotlight examines the results of the IDC Energy Insights Utilities Consumer Survey, which surveyed 1,359 energy customers from around the world. The survey was carried out in July 2020 and covered the following countries: Australia, France, Germany, Italy, Romania, Russia, Sweden, the U.K., the UAE, and the U.S.

This report is part of a series of documents unveiling the energy consumer point of view over multiple areas, such as customer satisfaction, communication channels, expectations and satisfaction, reasons for interactions with energy suppliers, customer experience, the customer journey, and new energy products and services.

This specific IDC Survey Spotlight covers a range of data points across the customer experience (CX) spectrum, from Net Promoter Scores to customer satisfaction, use and effectiveness of digital customer interaction channels, etc.

The other publications reporting on the IDC Energy Insights Utilities Consumer Survey include:

1) How Are European Energy Retailers Scoring on the CX Scale? (IDC #EUR147229321, February 2021)

2) What Products and Services Are Consumers Most Interested in that Energy Suppliers Could Sell Untapping Potential New Revenue Streams? (IDC #EUR147168920, December 2020)

3) Energy Consumer Discovery Series: Customer Experience, Customer Journey, Products and Services (Part 3) (IDC #EUR147017520, November 2020)

4)Energy Consumer Discovery Series: Interactions and Communication Channels (Part 2) (IDC #EUR146883220, September 2020)

5) Energy Consumer Discovery Series: Consumer Satisfaction Atlas (Part 1) (IDC #EUR146767120, August 2020)


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