INFOGRAPHIC: The Digital Disconnect between what Utilities Offer and what Customers Experience

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Information about INFOGRAPHIC: The Digital Disconnect between what Utilities Offer and...
Technology

Published on March 18, 2014

Author: capgemini

Source: slideshare.net

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Are Utilities doing enough? Are customers satisfied? The Digital Disconnect between what Utilities Offer and what Customers Experience.

of customer opinions on self-service features are favorable of customer mentions on utility billing services are positive of customer mentions on the quality of communication on outages are positive 52% of utilities support bills payments through their websites 34% offer bill payment features on their mobile apps 52% of utilities provide outage information on their websites 44% offer outage information through their mobile apps 58% post power outage information on social media channels The majority of utilities do not offer a mechanism for customers to report outage issues Websites lack self-service features Billing issues remain a concern despite new channels for payment Power outage management does not support customer feedback mechanisms The Digital Disconnect between what Utilities Offer and what Customers Experience #digitaltransformation Reach out: Interested in reading the full report? Head to http://www.capgemini-consulting.com/utilities-digital-customer-experience Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com 52%of utility providers offer a website login to customers 52% enable bill payments 54% enable customers to receive alerts 26% Only28% of the customer sentiment on the quality of customer support is positive Social media platforms are used more for brand-building than for addressing customer complaints 29% Are Customers Satisfied ?Are Utilities Doing Enough ? 56%of utility providers offer a mobile app Mobile channels lack maturity 46%enable customers to view service details via the app of customer opinions on utilities’ mobile apps are favorable 40% allow customers to receive alerts via the app But only 24%offer the ability to report issues or provide feedback via the app 32% Sources : Capgemini Consulting analysis 58%of utilities use their social media channels to promote their community development initiatives But only 34%address the complaints they receive from customers on social media channels 30% Login

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