Building a Best-in-Class Vulnerable Customer Research Strategy
The need to assist vulnerable customers has never been more pronounced. Following the pandemic, during which assistance and flexibility ruled the day, an unprecedented increase in customers’ cost of living - including historically high electricity costs - began impacting (and creating) more vulnerable households than ever before. With more than 20 million households having past-due balances, utilities are also seeing unparalleled increases in bad debt and arrears balances causing utility executives, regulators, and shareholders to take notice.
This white paper addresses the need to better understand the vulnerable customer experience utilities are delivering by acquiring, analyzing, and interpreting customer insights to enable meaningful and sustainable change in the delivery of services.CONTINUE READING
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