El consumidor de energía digital continúa siendo un mayor valor comercial para los proveedores de energía

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INSTANT EVERYTHING.

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Base: All Argentina respondents
More interest in
connected home
service
More likely to
purchase an
electric vehicle or
PHEV in 5 years
The digital energy consumer continues to enable more
business value for energy providers
Recommended or
promoted their current
energy provider in the
past 12 months
53% 53%
More trust in their
energy provider to
protect their data
52% 47%
Satisfied with
their energy
provider
20% 6%
Trust in their
energy provider
31% 32%
94% 82%
62%
49%
More interest in
energy trading
marketplace
More likely to sign
up for solar
panels in 5 years
87% 80% 81% 72% 76% 65%
More likely to sign up for
an application to
remotely monitor and
control home elements
Non-digital users
Digital users (38% of all respondents)

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Base: All Argentina respondents
Yet, digital energy consumers have higher expectations
Likely to be more satisfied if able to
log into provider’s portal via social
media credentials
More interest in an online personalized
marketplace
Give higher importance to a seamless
experience across all digital channels
Give higher importance to a
consistent customer experience
whatever channel they use
95% 84%
89% 84%
82% 80%
71% 71%
Expect their energy provider to
partner with other companies to offer
DER related packages
More likely to switch to an alternative
provider for electricity, energy-efficient
products or services
Spent more time interacting with a
representative over the past 12
months
98% 90%
74% 74%
22.5
min 13.9
min
Non-digital users
Digital users (38% of all respondents)

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Overall, digital customer service expectations are similar
across providers
When considering customer service through digital channels (e.g., web, email,
mobile app, online portal, social media, automated voice, etc.), compared to
each of the providers listed below, do you currently expect higher, lower or the
same level of digital customer service from your energy provider?
Base: All Argentina respondents
Phone, cable, or internet provider
Bank
Consumer electronics company
(e.g., Apple, Samsung)
Online site
(e.g., Google, Amazon)
Traditional retailer
Home monitoring company
(e.g., security, health, safety)
Lower HigherThe same
Q
11%
7%
7%
9%
9%
10%
38%
48%
50%
51%
56%
55%
51%
45%
43%
40%
35%
35%

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Energy provider’s digital channel navigation is considered
very easy for 15% of consumers
Base: All Argentina respondents that interacted via digital channels in the last 12 months
15%
62%
19%
4%
Very difficult
Somewhat difficult
Somewhat easy
Very easy
How easy did you find it to navigate your energy provider’s digital channel(s) ?
Q

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Ensures the
security of my
personal data
Proactively
advises me
via digital
channels
Seamless
experience
across all
digital
channels
Digital cost
comparison
tools to help
me understand
the value of
solar panels
and battery
storage and/or
clean energy
alternatives
options
Faster
transactions
via digital
channels than
non- digital
channels
Variety of
digital
interaction
channels
Simplified
service
transactions
through mobile
apps and
online
portals
Digital tools
to help identify
relevant
energy cost
savings actions
I can take
Personalized
experience
across digital
channels
Utilizes the
latest digital
interaction
technologies
Relevant
information
and timely
responses on
social media
channels
90% 87% 86% 83% 82% 82% 82% 81% 80% 78% 76%
62%
39%
43%
38%
46% 44% 47% 44% 42% 43% 40%
Security, digital advise and a seamless experience are key to
increasing the adoption of digital channels
How important are each of the following factors to motivate you to use more
digital channels when interacting with your energy provider?
Based on your experience to date, how would you rate your energy provider’s
performance on each of the following factors?
Base: All Argentina respondents
Performance (Good + excellent)
Importance (Somewhat + very important)
Q

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(% very important + somewhat important)
Base: All Argentina respondents
the customer experience is the same
whatever channel you use
it is easy to complete transactions
whatever channel you use
it is easy to navigate from one
interaction channel to another
88% 86% 79%
CONSISTENT EFFORTLESS INTUITIVE
WHAT TYPES OF EXPERIENCES DO CONSUMERS
WANT?

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90%
of consumers believe
it is important to have a
seamless customer
experience with their
energy provider across
all digital and non-
digital channels
A SEAMLESS experience is foundational to drive value and
to reinforce engagement
Base: All Argentina respondents
88%
of consumers said it
would negatively impact
their customer
satisfaction if their
energy provider was not
able to provide a
seamless experience
88%
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

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13%
18%
22%
22%
23%
26%
28%
36%
38%
39%
64%
72%
Not interacted
Mobile application
Paper mail
Online chat with a representative
Using social media
SMS-text message
Email
Online portal-website
In person in a store
In person at your home
Over the phone using
automated menu options
Over the telephone with a representative +5pts
+28pts
+12pts
-6pts
+2pts
-
+13pts
+11pts
+10pts
-8pts
+13pts
Consumer interactions with current energy provider:
Base: All Argentina respondents
% interacted
2016






ENGAGEMENT
Interactions are increasing across channels
Digital channels
Non-digital channels
67%
36%
27%
44%
34%
28%
13%
12%
12%
30%
5%
20142015
69%
59%
31%
35%
29%
20%
17%
16%
15%
19%
12%





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Base: All Argentina respondents
0 to 10 minutes 10 to 30 minutes 30 minutes to one hour Greater than one hour I have not interacted with my energy provider in the past 12 months
AVG 2016:
17.2 Mins
AVG 2016:
8.1 Mins
With a representative Through digital channels
TIME SPENT
interacting with energy provider in the past 12 months
34%
18%7%
10%
32%
24%
11%
5%
3%
57%

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61%
43%
37%
12%
Early adopters Early majority
Late majority Late adopters
INTEREST
in a convenience-led new bundled value proposition
Base: All Argentina respondents
I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested
35%
56%
9%
Consumers
interested in
automated
home energy
management
and willing to
pay for it
35%
Automated home
energy management
A service to lower energy costs, make the
home more comfortable, optimize
distributed energy resources, and
personalize home energy savings programs

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Specialized providers are the preferred choices for
automated home management services at a premium
Base: All Argentina respondents interested and willing to pay to benefit from “automated home management”
Q
Which providers do you think are the best positioned to offer automated
home management services?
Top three
A specialized provider for this particular service
A consumer electronics company
Your current energy provider
A phone, cable, or internet provider
An online site
A home monitoring company
A traditional retailer
72%
54%
47%
34%
24%
18%
12%