Digital Consumer is the source of value and additional revenue.

The number of consumers using social media to interact with their energy provider in the next two years could double.

The New Energy Consumer research program executed by Accenture during 2010- 2015 covered 60,000 energy customers in 26 countries. Based on the results presented in Unlocking the digital value of the new energy consumer report it’s clear that the utilities who manage to engage their customer digitally have better possibilities for higher customer satisfaction and additional sales. Digitally engaged energy consumers (*) are:

  • more satisfied with their energy provider (14% higher than digitally non-engaged)
  • more likely to recommend their current energy provider (29% higher than digitally non-engaged)
  • significantly more likely to purchase or sign up for home energy products and services (1.5 times more than digitally non-engaged) 

Accenture: digitally enabled #energyconsumers are 29% more likely to recommend their current energy provider


The conclusion we can make from the research insights is that to handle the ongoing market changes, the utility industry needs to automate and digitize their operations and meet the customers where they more and more prefer it – in digital channels.

 

(*) digitally engaged consumer = those who have interacted through digital channels over the past year

 

 

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