target audience: TECH SUPPLIER Publication date: Sep 2022 - Document type: IDC Survey Spotlight - Doc Document number: # EUR149620922
How do Customer Satisfaction and Net Promoter Scores for Utilities and Energy Suppliers Differ by Age Group?
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Abstract
This IDC Survey Spotlight examines a portion of IDC Energy Insights' Worldwide Utilities Consumer Survey carried out in June and July 2022. It surveyed 1,730 energy customers from around the world, covering the following countries: Australia, Argentina, Colombia, France, Germany, Japan, Mexico, the Philippines, Spain, Sweden, Turkey, the U.K., the U.A.E., and the U.S.
This report is the first of a series of documents unveiling energy consumers' 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 interest in new energy products and services.
This IDC Survey Spotlight examines Net Promoter Scores (NPS) and overall customer satisfaction across different age groups, namely Gen Z (18–25 years old), Millennials (26–41 years old), Gen X (42–57 years old), and "Everyone Else" made up of Boomers II (58–67 years old), Boomers I (68–76 years old) and Post War (77+ years old).