Utilities companies are facing growing customer dissatisfaction. Customer satisfaction levels in Britain dropped from 78% in 2012 to 55% in 2013. There is clearly a need to address this tide of disquiet and re-energize the utility customer experience. Moreover, digital initiatives from Utilities are out of sync with customer expectations. For instance, only 32% of customer opinions on the mobile apps offered by utilities are favorable. Similarly, only 34% of utilities address the complaints they receive from customers on social media channels. Read this paper to understand the gap between reality and expectation from digital initiatives for Utility customers and how Utilities can bridge that gap.
 Ipsos MORI, “Customer Engagement with the Energy Market – Tracking Survey”, June 2013
 Capgemini Consulting Analysis