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Utility Customer Care in the Digital Age: Transforming the Customer Experience to Meet Higher Expectations
Author(s) -
Aweh Amanda,
Casagranda Blake,
Coughlan Cashel,
Patelski Mike
Publication year - 2020
Publication title -
climate and energy
Language(s) - English
Resource type - Journals
eISSN - 2692-3823
pISSN - 2692-3831
DOI - 10.1002/gas.22184
Subject(s) - franchise , electric utility , business , marketing , customer service , service (business) , position (finance) , customer experience , customer retention , customer to customer , customer advocacy , service provider , finance , service quality , engineering , electrical engineering
For most of the twentieth century, electric and gas utilities focused predominantly on the operational aspects of their business. Given their unique position in many states as the sole provider of electric and gas service in their franchise area, very few utilities focused their attention on the customer experience. For their part, customers have been largely disengaged with their utility provider. In 2016, the average utility customer spent a mere eight minutes looking at their utility bill, or 40 seconds a month. Compared to Facebook, where users spend an average of 20 minutes daily looking at the website, and financial institutions, where customers visit their bank's website or applications on average 17 times a month, utility customers are considerably less engaged.