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Key Points
  • 2014 started the way 2013 ended, with utility companies under fire for rising energy bills and poor customer service
  • The UK government's current emphasis on affordability, at a time when a substantial increase in investment is required, is widely seen as a threat to ensuring security of supply
  • 88 per cent of those surveyed agree that regulators should demonstrate their independence from government to ensure that utilities remain financeable
  • 93 per cent of those surveyed believe that utility companies should take the lead to re-establish confidence in the sector

Includes a WNS-sponsored study on Improving Customer Operations 

Marketforce, the leading business-to-business media house, conducted a study to gauge the mood of UK’s utilities sector. The scope of research covers power generation, energy policy and the water industry. The report contains in-depth analysis of two themes in energy and water: improving customer operations and innovation in asset management. WNS has sponsored the chapter on improving customer operations.


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