infographic: the digital disconnect between what utilities offer and what customers experience
DESCRIPTION
Are Utilities doing enough? Are customers satisfied? The Digital Disconnect between what Utilities Offer and what Customers Experience.TRANSCRIPT
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 [email protected]
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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