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Feedback loops: how to get ahead of smart metering complaints
In association with
30 September 2021
Can energy suppliers turn smart meter complaints into a valuable source of intelligence and the foundation for improved operations and engagement?
Suppliers now have until the end of 2025 to complete the rollout of smart meters to as many domestic properties in GB as possible, laying the foundations for a new world of dynamic energy services based on accurate knowledge of consumption.
Notwithstanding delays to installations caused by the pandemic, installations have ramped up significantly in the past year as suppliers accelerate into the tail end of the programme. But with installation growth, complaints about smart meters and the experience of getting them in place have also swelled.
In this report, created in association with “last mile” customer communications specialist Localz, Utility Week explores the extent to which suppliers are exploiting customer feedback to resolve complaints swiftly, turn poor experiences into opportunities for enhanced engagement and improve the efficiency of operations.
Download the report to find out:
- What issues are driving the most customer complaints about smart meter installations and technology
- How energy suppliers are responding to these issues
- Where service leaders see the greatest potential for leveraging automation and technologies such as speech analytics to support scalability and speed in feedback loops
- How service leaders see improvements to feedback loops improving their ability to engage with customer and optimise the value of smart meters in a low carbon future