Utilities companies are facing growing customer dissatisfaction. Customer satisfaction levels in Britain dropped from 78% in 2012 to 55% in 2013[1]. 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[2]. Read this paper to understand the gap between reality and expectation from digital initiatives for Utility customers and how Utilities can bridge that gap.


[1] Ipsos MORI, “Customer Engagement with the Energy Market – Tracking Survey”, June 2013

[2] Capgemini Consulting Analysis