TODO ES INSTANTÁNEO

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INSTANT EVERYTHING.

Copyright © 2016 Accenture All rights reserved. 2Copyright © 2016 Accenture All rights reserved. 2

Base: All Argentina respondents

More interest in connected home service

More likely to purchase an electric vehicle or PHEV in 5 years

The digital energy consumer continues to enable more business value for energy providers

Recommended or promoted their current energy provider in the past 12 months

53% 53%

More trust in their energy provider to protect their data

52% 47%

Satisfied with their energy provider

20% 6%

Trust in their energy provider

31% 32%

94% 82% 62%49%

More interest in energy trading marketplace

More likely to sign up for solar panels in 5 years

87% 80% 81% 72% 76% 65%

More likely to sign up for an application to remotely monitor and control home elements

Non-digital users

Digital users (38% of all respondents)



Yet, digital energy consumers have higher 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 higher importance to a seamless experience across all digital channels

Give higher importance to a consistent customer experience whatever channel they use

95% 84%

89% 84%

82% 80%

71% 71%

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

98% 90%

74% 74%

22.5min 13.9

min

Non-digital users

Digital users (38% of all respondents)


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?


Phone, cable, or internet provider

Bank

Consumer electronics company (e.g., Apple, Samsung)

Online site(e.g., Google, Amazon)

Traditional retailer

Home monitoring company (e.g., security, health, safety)

Lower HigherThe same

Q11%

7%

7%

9%

9%

10%

38%

48%

50%

51%

56%

55%

51%

45%

43%

40%

35%

35%


Energy provider’s digital channel navigation is considered very easy for 15% of consumers

Base: All Argentina respondents that interacted via digital channels in the last 12 months

15%

62%

19%4%

Very difficult

Somewhat difficult

Somewhat easy

Very easy

How easy did you find it to navigate your energy provider’s digital channel(s) ?Q


Ensures the security of my personal data

Proactively advises me via digital channels

Seamless experience across all digital channels

Digital cost comparison tools to help me understand the value of solar panels and battery storage and/or clean energy alternatives options

Faster transactions via digital channels than non- digital channels

Variety of digital interaction channels

Simplified service transactions through mobile apps and online portals

Digital tools to help identify relevant energy cost savings actions I can take

Personalized experience across digital channels

Utilizes the latest digital interaction technologies

Relevant information and timely responses on social media channels

90% 87% 86% 83% 82% 82% 82% 81% 80% 78% 76%

62%

39% 43% 38%46% 44% 47% 44% 42% 43% 40%

Security, digital advise 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 Argentina respondents Performance (Good + excellent)Importance (Somewhat + very important)

Q


(% very important + somewhat important)


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

88% 86% 79%CONSISTENT EFFORTLESS INTUITIVE

WHAT TYPES OF EXPERIENCES DO CONSUMERS WANT?


90% 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


88% of consumers said it would negatively impact their customer satisfaction if their energy provider was not able to provide a seamless experience

88% 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


Not interacted

Mobile application

Paper mail

Online chat with a representative

Using social media

SMS-text message

Email

Online portal-website

In person in a store

In person at your home

Over the phone using automated menu options

Over the telephone with a representative

13%

18%

22%

22%

23%

26%

28%

36%

38%

39%

64%

72% +5pts

+28pts

+12pts

-6pts

+2pts

-

+13pts

+11pts

+10pts

-8pts

+13pts

Consumer interactions with current energy provider:


% interacted2016

ENGAGEMENT Interactions are increasing across channels

Digital channels

Non-digital channels

67%

36%

27%

44%

34%

28%

13%

12%

12%

30%

5%

20142015

69%

59%

31%

35%

29%

20%

17%

16%

15%

19%

12%



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:

17.2 MinsAVG 2016:

8.1 Mins

With a representative Through digital channels

TIME SPENT interacting with energy provider in the past 12 months

34%

18%7%10%

32% 24%

11%5%

3%

57%


61%

43%37%

12%

Early adopters Early majority Late majorityLate adopters

INTERESTin a convenience-led new bundled value proposition


I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested

35%

56%

9%Consumers interested in

automated home energy management

and willing to pay for it

35%

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


Specialized providers are the preferred choices for automated home management services at a premium

Base: All Argentina respondents interested and willing to pay to benefit from “automated home management”

QWhich providers do you think are the best positioned to offer automated home management services? Top three

A specialized provider for this particular service

A consumer electronics company

Your current energy provider

A phone, cable, or internet provider

An online site

A home monitoring company

A traditional retailer

72%

54%

47%

34%

24%

18%

12%

TODO ES INSTANTÁNEO

Economy & Finance

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