Smart Energy Consumer Collaborative

Customer Experience & Expectations Report

A digital copy of SECC's Customer Experience & Expectations, a report, published January 2017, that seeks to understand how grid modernization and experiences with a broad range of service providers have impacted consumers’ attitudes toward their energy provider.

The research was conducted as an online survey of 2,000 respondents across the U.S. The study probed customers on six key touchpoints with their energy provider, like starting a new service or remediating a problem, and uncovered customer preferences and expectations on each of these interactions. Customer perceptions of best-in-class service providers for these interactions were also explored.

The findings from this research are framed through five stages of the customer lifecycle – investigate, initiate, remediate, innovate and cultivate, and the report provides valuable insights for each stage to provide stakeholders with ideas to improve customer engagement. By comparing the performance of utilities with that of organizations in other industries (banks, telecom, online retailers, etc.), the research highlights where utilities do well and where they can improve.


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