By Noah Solomon, Senior Research Analyst –
This Valentine’s Day, there’s one kind of match consumers don’t always think about or treat the way they should, and it’s someone with whom they will be in a relationship with for many years: their utilities.
Utility customers might not always be talking to their utility or thinking about them, but they are one of a consumer’s most important relationships: utilities keep the lights on, the heat flowing in the winter and the cool air conditioning in the summer months, and they stick with consumers for years.
But with the average customer spending between eight and 11 minutes a year interacting with their utility, utilities have minimal time to wow their special someones. But fostering a new spark in the customer-utility relationship can be as simple as providing customers with the right programs, channels and methods by which to interact with their utilities.
Like the digital matchmaker from Black Mirror’s episode “Hang the DJ,” utilities need data to know what their own customers (and other customers!) want – how they want to talk to their utility, hear from their utility, and ultimately what programs or features they want to see at their utility. But unlike “Hang the DJ,” utilities don’t need to put virtual customers through a thousand simulations to figure this out.
Here at Chartwell, our Residential Consumer Surveys are aimed at matchmaking between customers, utilities and their programs, by discovering customer interests and preferences. This data is shared via our Premier publications, webinars, conference presentations and on the various Leadership Council calls. Here at Chartwell, our goal is to bring utilities and their customers closer together.