Summary

Rising energy prices have been a major hurdle to establishing trust between consumers and Energy and Utility (E&U) companies in the U.K. The public sees increasing costs as profiteering on the part of E&U providers. While a fair part of rising tariffs is beyond E&U companies’ control, their shortcomings in selling and customer service have tarnished their reputation.

Though smart meters have high potential to engage customers with billing clarity and value-added services, consistent delays in their rollout have not helped. With political parties using the threat of price caps, it is critical for E&U providers to proactively bring about changes that quickly benefit consumers. Companies should start revamping their customer service operations to create the right conversations with customers and restore their trust.

 

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