Consumer Trends 2024: Identifying Residential Customers’ Expectations for the Future Roles of Utilities
Chartwell’s 2024 Residential Consumer and Future Views of the Customer Surveys take a close look at the customer-utility relationship through the eyes of consumer preferences and expectations. This year three key themes were identified: Energy Affordability Challenges, Digital Experience, and Consumer Expectations for Utility Roles in the Future. This report, the last in the series, offers insights on the role that customers want their utilities to play in the future, particularly five or more years down the line.
Customers’ preferences already vary greatly today, and the degree to which those preferences may change or further segment themselves is shifting rapidly. The more consumers’ experiences with retailers and other service providers influence their expectations for how business is conducted with their utility, and the more utilities innovate and digitize, the greater potential there is for a dramatic reimagining of utility customer experience (CX).
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