Consumer Trends 2024 – Digital Experience: Serving Customers’ Preferences Today and Preparing for the Customer of Tomorrow
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 second in the series, offers insights on customers' use of digital channels for outage communications, billing and payment needs, and other notifications.
For several years, utilities have placed intentional emphasis on improving their websites and mobile channels. When it comes to enhancing customers’ experience, the challenge is to provide options and features customers have come to expect across all industries, not just those offered by utility companies. Since digital channels have the ability to provide satisfactory customer experiences, and often provide a lower cost-to-serve option, understanding customers’ needs and preferences is a foundational operational consideration.
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