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The UK’s lockdown period for coronavirus has prompted a mass recalibration of expectations around customer experience. How have consumers felt this change in their interactions with energy suppliers? And to what extent have suppliers been able to maintain control of the experience they have delivered for customers?

While the energy retail sector has certainly seen a less dramatic impact on its ability to sustain normal customer experiences than, for example, the retail and leisure industries, it nonethless holds true that lockdown has triggered some significant changes in customer expectations and behaviours.

In this report, brought to you in association with Bold360 by Logmein, Utility Week explores some of these experience shifts, how energy suppliers have shaped or responded to them and what long term changes they imply for the future of customer experience in the sector, from the dominance of key contact channels to assumptions around contact centre operations.

Read on to find out:

  • – What consumers say about their lockdown experiences
  • – How consumer sentiment matches up with industry experience
  • – Will customer experience in the energy sector change for good?

Download the full report

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