The Digital Disconnect between what Utilities Offer and what Customers Experience. Are Utilities Doing Enough ? Are Customers Satisfied ?

1. The Digital Disconnect
between what Utilities Offer
and what Customers Experience
Are Utilities Doing Enough ? Are Customers Satisfied ?
Mobile channels lack maturity
Social media platforms are used more for
brand-building than for addressing customer complaints
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
Websites lack self-service features
2O8n%ly
Billing issues remain a concern
despite new channels for payment
52% of utilities support bills
payments through their websites
34% offer bill payment features
on their mobile apps
Power outage management does not
support customer feedback mechanisms
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
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52% of utility providers offer
a website login to customers
52% enable bill payments
54% enable customers to receive alerts
26%
of the customer sentiment
on the quality of customer
support is positive
29%
56% of utility providers offer a mobile app
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%
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