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Lessons in data-driven customer engagement
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
One-third of homes financially worse off this year
Ofwat has published its survey on consumer finances during the pandemic, showing a decline in mental health correlated with those financially struggling. It found more households were worse off in the past year than previously and many anticipated that to continue in the coming 12 months
News
Water retail complaints continue to fall
CCW has warned water retailers to "get their act together" as complaints remain higher than before the market opened, despite falling for a third successive quarter.
News
Vulnerable Customers Whitepaper
Download this new utilities white paper which looks at the common challenges that prevent companies from delivering a positive experience for customers in vulnerable circumstances – and explores how we might simplify them.
Downloads
Ofwat praises Anglian but penalises Thames
Thames Water has been penalised £100 million by Ofwat for low customer satisfaction scores, forcing it to shave even more from its PR19 allocation, which it has already called unfinanceable.
News
Two paths for advancing the smart metering programme
Smart metering rollouts around the world are now delivering significant benefits to consumers. In this Market View, Ryan Hledik of The Brattle Group reveals how Britain's programme could do the the same,
Opinion
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