The trust deficit

Insight Report produced in association with WNS

Poor customer service, rising energy bills, diminishing trust; energy companies are, once again, at the forefront of the national agenda. During the most recent snap election, politicians sought to capitalise on public’s broken trust with energy suppliers. As a result, the industry itself faces the much harder challenge of rebuilding the relationship.

Price is just one factor in the customer experience, though. A bigger one is customer service and, more recently, there’s the heralded role out of new technologies such as smart meters. Can companies ever win back the hearts and minds of customers?

This insightful report looks at the heart of the problem for energy companies, whilst presenting case studies and asking the question; are we too fixated on the importance of price?

Plus, find out about the launch of ‘The Customer Trust Council’. Utility Week, in association with WNS, is launching the council to look at practical ways the industry can rebuild trust with the public. There will be monthly updates on activities in Utility Week magazine and on utilityweek.co.uk.

Key takeaways:

“This should not be a one-sided affair. Industry too must play its part.” Alex Neill, managing director of home products and services, Which?

“Proposed price caps offer consumers a ‘safety net’.” Stephen Fitzpatrick, chief executive, Ovo Energy.

“The suppliers also need to offer clear and simple tariffs, which can be compared between companies...” Chris Lloyd, senior vice president, energy and utilities, UK and Europe, WNS.

“Suppliers must sell the benefits of smart meters…” Peter Haigh, chief executive, Bristol Energy.

 

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