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INFOGRAPHIC: The Digital Disconnect between what Utilities Offer and what Customers Experience

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Are Utilities doing enough? Are customers satisfied? The Digital Disconnect between what Utilities Offer and what Customers Experience.

Are Utilities doing enough? Are customers satisfied? The Digital Disconnect between what Utilities Offer and what Customers Experience.

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  • 1. of customer opinions on self-service features are favorable of customer mentions on utility billing services are positive of customer mentions on the quality of communication on outages are positive 52% of utilities support bills payments through their websites 34% offer bill payment features on their mobile apps 52% of utilities provide outage information on their websites 44% offer outage information through their mobile apps 58% post power outage information on social media channels The majority of utilities do not offer a mechanism for customers to report outage issues Websites lack self-service features Billing issues remain a concern despite new channels for payment Power outage management does not support customer feedback mechanisms The Digital Disconnect between 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-experience Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com 52%of utility providers offer a website login to customers 52% enable bill payments 54% enable customers to receive alerts 26% Only28% of the customer sentiment on the quality of customer support is positive Social media platforms are used more for brand-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 view service details via the app of customer opinions on utilities’ mobile apps are favorable 40% allow customers to receive alerts via the app But only 24%offer the ability to report issues or provide feedback via the app 32% Sources : Capgemini Consulting analysis 58%of utilities use their social media channels to promote their community development initiatives But only 34%address the complaints they receive from customers on social media channels 30% Login