Utilities Research

Innovative approaches to customer engagement and satisfaction

As the UKs water industry dips its toe into a competitive marketplace for the first time and the energy industry strives to develop winning service offerings for a fiercely competitive environment, the pressure for utility suppliers to identify and supply what's important to their customers and to deliver superior customer satisfaction is paramount. Furthermore, Ofgem and Ofwat remain committed to ensuring utilities place customers' interests at the heart of their propositions and long term business plans.

This event will showcase how utility suppliers are meeting regulators' recommendations and taking a truly innovative and holistic approach to research that is driving customer choice, satisfaction, engagement and promoting behaviour change.

Hear contributions from the Department for Business, Energy & Industrial Strategy, ofgem, the energy ombudsman, Citizens Advice and the Energy Savings Trust as well as 10 power and water utility suppliers.

Hear how:

• EDF and Thames Water are combining multiple research methodologies and data sources to to inform business planning and commercial strategy
• BEIS, British Gas and SSE are using customer engagement initiatives and behavioural change strategies to power smart meter roll out programmes
• Yorkshire water and Dee Valley Water are harnessing insight to drive engagement, proposition development and take up of specialist services for their vulnerable customers
• Ofgem and Citizen Advice are developing behavioural insights to better understand barriers to switching energy suppliers and to stimulate consumer appetite for energy shopping
• United Utilities and Northumbrian Water Group (NWG) are developing innovative research approaches and engagement strategies in response to Ofwat's guidance on customer engagement
• Npower is embedding customer satisfaction research across all departments to drive service improvements

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