Post on 20-Mar-2017
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INSTANT EVERYTHING.
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Interested in connected home service
More likely to purchase an electric vehicle or PHEV in 5 years
The digital energy consumer continues to enable business value for energy providers
Recommended or promoted their current energy provider in the past 12 months
67% 57%
More trust in their energy provider to protect their data
67% 52%
More satisfied with their energy provider
24% 11%
More trust in their energy provider
40% 36%
89% 90%
59% 53%
Interested in energy trading marketplace
Likely to sign up for solar panels in 5 years
88% 88% 84% 83%77% 76%
Likely to sign up for an application to remotely monitor and control home elements
Non-digital users
Digital users (53% of all respondents) Base: All Chile respondents
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Yet, digital energy consumers have high expectations
Likely to be more satisfied if able to log into provider’s portal via social media credentials
More interest in an online personalized marketplace
Give high importance to a seamless experience across all digital channels
Give high importance to a consistent customer experience whatever channel they use
49% 48%
92% 92%
91% 86%
70% 72%
Expect their energy provider to partner with other companies to offer DER related packages
More likely to switch to an alternative provider for electricity, energy-efficient products or services
Spent more time interacting with a representative over the past 12 months
99% 95%
80% 79%
17.0min 11.2
min
Non-digital users
Digital users (53% of all respondents) Base: All Chile respondents
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Overall, digital customer service expectations are similar across providers
When considering customer service through digital channels (e.g., web, email, mobile app, online portal, social media, automated voice, etc.), compared to each of the providers listed below, do you currently expect higher, lower or the same level of digital customer service from your energy provider?
Base: All Chile respondents
Phone, cable, or internet provider
Bank
Consumer electronics company (e.g., Apple, Samsung
Traditional retailer
Home monitoring company (e.g., security, health, safety)
Online site(e.g., Google, Amazon)
Lower HigherThe same
Q5%
4%
4%
5%
6%
5%
38%
48%
50%
51%
51%
54%
57%
48%
46%
45%
43%
41%
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Energy provider’s digital channel navigation is considered very easy for one consumer out of five
Base: All Chile respondents that interacted via digital channels in the last 12 months
20%
65%
14%1%
Very difficult
Somewhat difficult
Somewhat easy
Very easy
How easy did you find it to navigate your energy provider’s digital channel(s) ?Q
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Ensures the security of my personal data
Seamless experience across all digital channels
Simplified service transactions through mobile apps and online portals
Faster transactions via digital channels than non- digital channels
Digital tools to help identify relevant energy cost savings actions I can take
Variety of digital interaction channels
Proactively advises me via digital channels
Digital cost comparison tools to help me understand the value of solar panels and battery storage and/or clean energy alternatives options
Personalized experience across digital channels
Utilizes the latest digital interaction technologies
Relevant information and timely responses on social media channels
93% 92% 90% 90% 89% 89% 88% 88% 87% 86% 84%
74%62% 64% 66%
58%64%
50% 54% 58% 62%56%
Security and a seamless experience are key to increasing the adoption of digital channels
How important are each of the following factors to motivate you to use more digital channels when interacting with your energy provider? Based on your experience to date, how would you rate your energy provider’s performance on each of the following factors?
Base: All Chile respondentsPerformance (Good + excellent)Importance (Somewhat + very important)
Q
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(% very important + somewhat important)
Base: All Chile respondents
the customer experience is the same whatever channel you use
it is easy to complete transactions whatever channel you use
it is easy to navigate from one interaction channel to another
91% 90% 86%CONSISTENT EFFORTLESS INTUITIVE
WHAT TYPES OF EXPERIENCES DO CONSUMERS WANT?
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94% of consumers believe it is important to have a seamless customer experience with their energy provider across all digital and non-digital channels
A SEAMLESS experience is foundational to drive value and to reinforce engagement
Base: All Chile respondents
93% of consumers said it would negatively impact their customer satisfaction if their energy provider was not able to provide a seamless experience
92% of consumers would be discouraged to sign up for additional products and services if their energy provider was not able to provide a seamless experience
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11%
20%
20%
21%
23%
28%
35%
43%
51%
53%
60%
65%Over the telephone with a representative
Over the phone using automated menu options
In person in a store
Online portal-website
In person at your home
Using social media
Paper mail
Mobile application
SMS-text message
Online chat with a representative
Not interacted
Consumer interactions with current energy provider:
Base: All Chile respondents
49%
44%
41%
47%
33%
28%
19%
22%
13%
13%
13%
+16pts
+16pts
+12pts
+4pts
+10pts
+7pts
+9pts
+1pts
+8pts
+7pts
+7pts
2014% interacted
2016
ENGAGEMENT Interactions are increasing across channels
Digital channels
Non-digital channels
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Base: All Chile respondents
0 to 10 minutes 10 to 30 minutes 30 minutes to one hour Greater than one hour I have not interacted with my energy provider in the past 12 months
AVG 2016:
14.2 MinsAVG 2016:
8.1 Mins
With a representative Through digital channels
TIME SPENT interacting with energy provider in the past 12 months
36%
21%7%6%
30% 32%
19%3%2%
44%
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62%
47%43%
32%
Early adopters Early majority Late majorityLate adopters
INTERESTin a convenience-led new bundled value proposition
Base: All Chile respondents
I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested
42%
51%
7%Consumers interested in
automated home energy management
and willing to pay for it
42%
Automated home energy management
A service to lower energy costs, make the home more comfortable, optimize distributed energy resources, and personalize home energy savings programs
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Energy providers and specialized providers are the preferred choices for automated home management services at a premium
Base: All Chile respondents interested and willing to pay to benefit from “automated home management” (n=464)
QWhich providers do you think are the best positioned to offer automated home management services? Top three
A specialized provider for this particular service
Your current energy provider
A consumer electronics company
A phone, cable, or internet provider
A home monitoring company
An online site
A traditional retailer
79%
61%
49%
32%
19%
17%
12%