infographic: the digital disconnect between what utilities offer and what customers experience
Post on 25-May-2015
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of customer opinions onself-service featuresare favorable
of customer mentions onutility billing servicesare positive
of customer mentionson the quality ofcommunication onoutages are positive
52% of utilities support billspayments through their websites
34% offer bill payment featureson their mobile apps
52% of utilities provide outageinformation on their websites
44% offer outage informationthrough their mobile apps
58% post power outage informationon social media channels
The majority of utilities do not offer a mechanismfor customers to report outage issues
Websites lack self-service features
Billing issues remain a concerndespite new channels for payment
Power outage management does notsupport customer feedback mechanisms
The Digital Disconnectbetween what Utilities Offer
and what Customers Experience
#digitaltransformation
Reach out: Interested in reading the full report? Head to http://www.capgemini-consulting.com/utilities-digital-customer-experienceFollow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com
52% of utility providers offera website login to customers
52% enable bill payments
54% enable customers to receive alerts
26%
Only28%
of the customer sentimenton the quality of customersupport is positive
Social media platforms are used more forbrand-building than for addressing customer complaints
29%
Are Customers Satisfied ?Are Utilities Doing Enough ?
56% of utility providers offer a mobile app
Mobile channels lack maturity
46% enable customers to viewservice details via the app
of customer opinions onutilities’ mobile appsare favorable
40% allow customers toreceive alerts via the app
But only 24% offer the ability to reportissues or provide feedback via the app
32%
Sources : Capgemini Consulting analysis
58% of utilities use their socialmedia channels to promote theircommunity development initiatives
But only 34% address the complaintsthey receive from customers on socialmedia channels
30%
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