Are Utilities doing enough? Are customers satisfied? The Digital Disconnect between what Utilities Offer and what Customers Experience.

1. of customer opinions on
self-service features
are favorable
of customer mentions on
utility billing services
are positive
of customer mentions
on the quality of
communication on
outages are positive
52% of utilities support bills
payments through their websites
34% offer bill payment features
on their mobile apps
52% of utilities provide outage
information on their websites
44% offer outage information
through their mobile apps
58% post power outage information
on social media channels
The majority of utilities do not offer a mechanism
for customers to report outage issues
Websites lack self-service features
Billing issues remain a concern
despite new channels for payment
Power outage management does not
support customer feedback mechanisms
The Digital Disconnect
between what Utilities Offer
and what Customers Experience
#digitaltransformation
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52%of utility providers offer
a website login to customers
52% enable bill payments
54% enable customers to receive alerts
26%
Only28%
of the customer sentiment
on the quality of customer
support is positive
Social media platforms are used more for
brand-building than for addressing customer complaints
29%
Are Customers Satisfied ?Are Utilities Doing Enough ?
56%of utility providers offer a mobile app
Mobile channels lack maturity
46%enable customers to view
service details via the app
of customer opinions on
utilities’ mobile apps
are favorable
40% allow customers to
receive alerts via the app
But only 24%offer the ability to report
issues or provide feedback via the app
32%
Sources : Capgemini Consulting analysis
58%of utilities use their social
media channels to promote their
community development initiatives
But only 34%address the complaints
they receive from customers on social
media channels
30%
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