How Utilities Can Improve the Digital Customer Experience
As utility companies work to improve customer relationships, ease of use and the digital experience are key areas of focus. Chartwell’s recent report, Consumer Trends 2024 – Digital Experience: Serving Customers’ Preferences Today and Preparing for the Customer of Tomorrow explores the customer-utility relationship through the eyes of consumer preferences and expectations.
Today’s consumers expect the same level of convenience from their utility providers that they get from banks or mobile companies. That means easy-to-use websites, helpful mobile apps, and clear digital communication. According to Chartwell’s 2024 Residential Consumer Survey, 69% of consumers have an online account with their energy provider. While this number is higher than for insurance companies, it still lags behind banks (90%) and cell phone providers (82%).
Mobile use is also changing how people access utility websites. In 2023, mobile traffic to these sites overtook desktop traffic for the first time. As a result, utilities need to focus more on mobile-friendly designs and improving the app experience.
Digital channels don’t just improve satisfaction—they also reduce costs for utilities. That’s why it’s so important to understand customer preferences. Whether through surveys or benchmarking against other industries, utilities can use these insights to guide smarter investments in digital tools that meet today’s expectations and prepare for tomorrow’s demands.
To learn more about joining the Customer Experience Leadership Council or subscribing to the Chartwell Insight Center, please contact Tim Herrick.
