IDC conducted a survey of 1,730 energy consumers worldwide across diverse age groups and market types to assess their satisfaction with energy suppliers’ products and services, communications and interactions, and overall customer experience. The key findings of IDC's "Energy Insights: Energy Consumer Survey" have been broken out into a five-part series of reports, titled the "Worldwide Energy Consumer Survey Discovery Series."
Part 2 of the Consumer Survey Discovery Series, “Energy Customer Interactions and Communication Channel Preferences,” looks specifically at consumers’ attitudes toward their interactions with energy suppliers, assessing key interaction points across the customer experience (CX) and factors like interaction frequency, length, and leveraged channels. The survey insights can help energy suppliers focus their CX enhancement and capability-building efforts on what will make the most impact, while gaining a better understanding of the larger market shift in the consumer-supplier relationship.
Download the IDC survey analysis report to unveil:
• How different consumers perceive energy supplier contact frequency
• Which channels have the highest vs. lowest customer satisfaction rates
• Why engaging younger consumers requires new capabilities and skills
• Top 3 reasons consumers contact their energy suppliers and channels used
• Interaction points that would most benefit from enhanced personalization
Align your omnichannel CX strategy with demonstrated customer wants and needs!
Source: "Energy Customer Interactions and Communication Channel Preferences: Part 2 of the 2022 Worldwide Energy Consumer Survey Discovery Series,” By: Gaia Gallotti & Daniele Arenga, January 2023, IDC Survey, Doc # US49142522
