Customer service

Editor's picks

As decarbonisation and diversified competition continue to shape energy products and services, Utility Week invited energy retail giants from both sides of the Atlantic to dissect the data strategies driving their efforts to sustain and grow customer engagement in challenging times.
Analysis
Cadent Foundation director Julia Dwyer sets out a model for maximising the impact of innovation targeted at tackling fuel poverty. Partnership, flexibility and an ability to look beyond regulated needs codes are its key hallmarks.
Comment
The stark threats of climate change mean there’s a burning platform for innovation in energy services. But are suppliers ready to support the nimble settlement processes required to make sure these innovations are available to the mass market?
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Latest in Customer service

The pandemic ushered in a huge change in utility customer services culture at a pace which could not have been predicted. The new Insight Report from Utility Week uncovers the short-term tactics that companies deployed and considers how these can be honed into longer-term strategies to improve customers’ experience and company efficiency.
Downloads
To ensure a successful energy transition, utilities must change the way they reward customers and start thinking in terms of services not commodities. Laura Sandys discusses these and other key findings from her ReCosting Energy report.
Opinion
There was a “significant increase” in the proportion of complaints about smart meters in the final quarter of 2020, Ofgem’s latest consumer perception survey has found. It comes as the government published the latest smart meter installation figures, revealing that 3.2 million smart and advanced meters were fitted during 2020.
News
A total of 10 million smart meters have now been connected to Britain’s national secure network, the Data Communications Company (DCC) has announced. Since the start of the pandemic last year more than 5.5 million smart meters have been connected to the network. Angus Flett, DCC chief executive, said the latest milestone showed the rollout was reaching "critical mass".
News
Smart meter manufacturer Landis+Gyr has struck a major deal to provide EDF with a further 650,000 SMETS2 gas and electricity meters over the next four years. 500,000 devices. Landis+Gyr has been involved in the rollout since 2013 and is under contract to supply 22 million smart meters in total and has already delivered around 12 million.
News
More than 70 per cent of consumers say they are satisfied with their smart meter, the highest level recorded, Ofgem’s latest consumer perception survey has found. There was also a significant increase in satisfaction of the smart meter installation process. However, the survey recorded the lowest number of people who said they had ever switched supplier, with just 45 per cent claiming to have ever done so.
News
As the industry nears the original smart meter rollout end date of 31 December 2020, Utility Week speaks to observers from across the sector for their views on the missed deadline and whether the 2025 goal may suffer the same fate.
News
Ovo Energy has launched a trial which will link a customer's smart meter to a smart thermostat in what it claims is an industry first. A small group of customers have been offered a tado smart thermostat linked to their smart meter and able to extrapolate data to provide bespoke advice through the supplier’s My Ovo app.
News
Smart meters could be used to monitor energy usage patterns to help the most vulnerable continue to live safely in their homes, a new study has found. Smart Energy GB’s Smart Future of Healthcare report, which was conducted by independent thinktank 2020health, found smart meters could be used to monitor consumer behaviour for signs of deviation, which may indicate there is a problem.
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