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Utility digital benchmark review 2017 webinar slides
- 1. Confidential, Dynatrace, LLC Hot or Cold? – Utility Digital Benchmarks 2017 Dave Anderson VP Global Marketing Julia Townsend UK Utilities Lead
- 2. Confidential, Dynatrace, LLC 40 seconds a month interacting with utility through digital channels Every second counts
- 3. Customer Experience Strategy Billing Blunder Fines
- 4. Confidential, Dynatrace, LLC A Seamless experience is foundational to drive value and to reinforce engagement of consumers believe it is important to have a seamless customer experience with their energy provider across all digital and non-digital channels 89% 83% 77% 73% of consumers said it would negatively impact their customer satisfaction if their energy provider was not able to provide a seamless experience of consumers would be discouraged to sign up for additional products and services if their energy provider was not able to provide a seamless experience of consumers said they would consider switching to a different energy provider if their energy provider was not able to provide a seamless experience Credit: New energy consumer 2016 - Accenture Survey
- 5. Confidential, Dynatrace, LLC I want instant everything, and I’m sharing it on Snapchat Would be more likely to consider switching to a different energy provider if their energy provider was not able to provide a seamless experience 89% 83% 41% 13.3min Would more likely be discouraged to sign up for additional products and services if their provider was not able to provide a seamless experience Would be more likely to switch to another energy provider in the next 12 months Spent more time interacting with a representative over the past 12 months via social media 64% 68% 28% 41% Interact more frequently with their energy provider using social media 8% 9.2 min 77% Would be more interested in an online personalized marketplace to select and purchase energy-related products and services 60% 18-34 55+% % Credit: New energy consumer 2016 - Accenture Survey
- 6. Confidential, Dynatrace, LLC Nearly two thirds of consumers have challenges with digital channel navigation How easy did you find it to navigate your energy provider’s digital channel(s) ? 31% 56% 11% 2% Always challenging Often challenging Occasionally challenging Never a challenge All respondents that interacted via digital channels in the last 12 months
- 7. Confidential, Dynatrace, LLC What did we test? I want to change supplier
- 8. Confidential, Dynatrace, LLC Private Last Mile Last Mile Backbone Mobile Your key internal/external locations 150,000 + Domestic end user machines by ISP, region and bandwidth 150+ High Integrity Enterprise servers on the internet backbone Mobile Synthetic, Backbone and Last Mile
- 10. Confidential, Dynatrace, LLC 98.7% 99.6% Availability Availability 14.818s 4.098s Response time Response time
- 11. Confidential, Dynatrace, LLC What caused worst consistency? an average page response time increase of 5.66 seconds due to 3rd party content Which elements caused the worst consistency? object retrieval which took 72% of the pages overall response time
- 12. Confidential, Dynatrace, LLC Host Count
- 13. Confidential, Dynatrace, LLC Content time
- 14. Confidential, Dynatrace, LLC First Byte time
- 15. Confidential, Dynatrace, LLC Average Bytes
- 16. Key Values for each test – Quote Transaction Metrics SSE EDF Npower Scottish Power British Gas EON Number of Hosts 78 108 74 65 94 107 Object Count 255 288 237 310 305 320 Page Size 2.1 MB 1.1 MB 1.0 MB 3.3 MB 2.4 MB 1.9 MB Average Response Time 13.8 Seconds 13.3 Seconds 16.6 Seconds 20.2 Seconds 14.4 Seconds 15.2 Seconds
- 17. Confidential, Dynatrace, LLC Room for improvement • Compression & CDN Use • DNS & CaptifyMedia • Compression & CDN Use • Compression & CDN Usage • 3rd Party Impact – qeryz.com • Application Object Retrieval
- 18. Confidential, Dynatrace, LLC Big 6 trend? • High 3rd party impact on response times • Long time spent retrieving objects • Massive Page sizes
- 20. Confidential, Dynatrace, LLC Confidential, Dynatrace LLC App Reviews
- 21. Confidential, Dynatrace, LLC Android app monitoring iOS app monitoring
- 22. confidential Twitter Feedback Wendy Ludlam @XxWendayNxX · 1h I’ve been trying to decrease my direct debit all day but system unavailable can you help pls? None pizza left beef @_________Gavin · Mar 20 I think your new site might be unhappy with Chrome. After a few tries I got it to load in Incognito Mode. Andrew Wilson @goatkarma · 19m Your website has the option to move supply to new property, but not just close account at old property…can I only do this on phone? Vienna Marie @vienna_marie · 10h Website and app not working, can’t log in. Any idea when it will be back up and running? Graham McCall @GMcCall22 · 4h Please could you help? I can’t create an online account. My account is not being recognised and I get this error message, thanks Jono Read @jonoread · 6h New to nPower. I’ve submitted twice now meter reads but for a third time you’ve asked for them. Very confused/frustrated! Dan @dancastree32 · 2h NOT HAPPY EON EON ARE BILLING ME AGAIN TWICE IN FOUR WEEKS NOW CUSTOMER SERVICE DISCONNECTED THE CALL! Alan Gordon @ALGO_THE_LAD · 3h Your automated response to my complaint said you would be in contact within 5 working days. 9 working days later and nothing. Roy Jackson @Avonroy_1958 · 5h Tariff I have selected, when I click on Your Account Preferences, it says its loading, but is never seems to. It seems stuck Laura @PinzyMe · 11h Is the app not working? I can log in but it won’t let me add meter readings. Website is the same. Had to call in the end.
- 27. Confidential, Dynatrace, LLC Synthetic Monitoring Real User Monitoring Mobile, tablet, desktop performance Every user in real time Critical page and transactions analysed Benchmarks and competitor tracking World’s most comprehensive network 3rd party analysis
- 29. Confidential, Dynatrace, LLC Complex Web Environment Ongoing Measurements Daily Email Reports Ongoing Feedback & Support Monthly Insight Report Expertise On Demand Insights Managed Insights @daveando| @dynatrace
- 30. Confidential, Dynatrace, LLC Water Y Digital Performance Report Send request to Julia.Townsend@Dynatrace.com What next? Energy X Digital Performance Report 15 day free trial www.dynatrace.com/trial Participate in our Forum :: community.dynatrace.com Like us on Facebook :: facebook.com/dynatrace Follow us on LinkedIn :: linkedin.com/company/dynatrace Tweet Tweet @Dynatrace ::