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New Report: Customer Satisfaction in UK Utilities

March 29th 2019

We’re delighted to launch our new cross-industry benchmark report on Customer Satisfaction in Utilities. Based on customer interactions across 21-months, the report provides exclusive insight to the customer experience energy and water companies provide, including:

  • An overview of Utilities customer satisfaction and how it compares to 11 other sectors, including Retail, Insurance, Banking, Distribution, Telecoms and Airlines.
  • Insight to individual energy and water companies’ performance, including British Gas, SSE, Scottish Power, Anglian Water and more.
  • The Customer Touchpoints that increase Customer Effort
  • What customers want from their utility provider  
  • Factors driving and discouraging employee engagement in the sector

Utility companies face mounting regulatory pressure to deliver a quality customer experience. With both Ofgem and Ofwat moving towards stricter price controls and customer engagement requirements, it has never been more critical for energy networks and water companies to demonstrate to customers they are getting good value for money and great service for the services they buy.

With Utilities’ budgets squeezed, company leaders face difficult decisions on which customer strategies to invest in that will create a positive and distinctive customer experience. Our report shows the value customer research plays in improving decision-making outcomes. By examining the customer journey at each touch point, companies can uncover, not only where gaps in service provision lie, but its importance to the customer, enabling targeted, effective action planning.

Download the full report here

About us

TTi Global has over 30 years’ experience of market research in the utilities sector. As well as working with key utility regulators, we partner with some of the UK’s largest energy and water companies delivering a range of qualitative and quantitative research projects. These include regulatory approved market research and questionnaires, customer research and stakeholder research, daily customer satisfaction tracking, employee engagement research and competitor analysis.

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If you would like to read more sector insights from our customer satisfaction surveys, join our mailing list or our Linkedin Group and we'll let you know when we publish new data. If you'd like to talk about bespoke surveys or benchmark data for your industry, do feel free to contact me: gluckett@tti-global.com.