This report unveils a set of key insights that we’ve termed the “5 Universal Truths” — 5 things that are true for utility customers everywhere, irrespective of geography or regulatory environment. The paper also covers how utilities can use these truths to improve the customer relationship.
Watch a presentation by Nancy Hersh (Vice President of Analytics) and the lead analysts on our global research team (Laura Lewellyn and Julie O'Brien) to learn more about the study, and hear what customers everywhere want from their utilities.
From this multi-year study, Opower identified what we call the “Five Truths” — five things that are almost universally true of utility customers around the world. Power quality and reliability are top of mind for utility customers, but increasingly they are looking for more, such as personalized feedback on their usage.
New research finds the cost of energy isn’t the only thing utility customers care about. Read More
What do utility customers care about most? Does it vary by location? Read More
When we talk to utilities about customer engagement, they want to know if what we’ve already done in partnership with 90 utilities will also work for their specific customers, in their specific country. To answer these questions, and to understand how to deliver a powerful solution to customers around the world, Opower sponsored this global research study.
Customers expect more from their utilities. When it comes to cost, personalized information, and outreach — utilities fall short of customer demands.
Our findings are based on a rigorous multi-year research effort across twelve countries. We used a comparative framework across markets and covered a range of topics relating to energy service expectations, satisfaction levels, and attitudes. We explored each market in depth through customer interviews and focus groups.