CUSTOMER FOCUSED UTILITIES

The Covid-19 pandemic has pushed many people to a position of financial hardship. This ability-to-pay crisis is predicted to worsen as government support schemes unwind and the employment levels adjust. Our research shows that this is the time for Utilities to innovate to prepare and test initiatives that will support their customer-focus claims and provide tangible solutions for customers in challenging times.

From our research on consumer opinion, a utility roundtable discussion we led, and a scan of industry, public, and social media, three critical themes emerge:

1. Spend is up, income is down, and for some consumers, it is overwhelming;

2. People are open to change, and many are looking for ways to reduce their utility bills;

3. Now is the moment to act—so that your organization is best positioned to create a better future.