Energy Provider (Utilities) Loyalty
Evaluation of customer loyalty and drivers to migrate to competitive utility providers.
Business Challenge
The client required understanding the loyalty level of its utility customers as well as evaluating the service levels required to provide to persuade competitive customers to migrate.
Solution
Telephone interviews took place with consumers in UK households who made the decision on the utilities providers to use. 800 interviews took place with the customers of the client and the 3 main competitors.
Results
The client now understands that energy utilities are treated like any other commodity and there is no effective brand loyalty. Service levels were identified to minimise migration to competitors as well as encourage migration towards the client.
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