Utilities and Energy

The Trust Deficit

Author(s)

A WNS and Utility Week Report

Download Whitepaper

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.

DOWNLOAD WHITEPAPER

Join the conversation