Mobile Apps – Trends and Opportunities in Outage Communications and Billing and Payment

As the world becomes more mobile-driven, utilities increasingly see mobile apps as vital to the customer experience. While utilities have been slower to adopt mobile apps than some other industries, a solid majority of the largest utilities in the United States and Canada now offer apps, according to Chartwell research. Average customer ratings of utility apps are lower than those of mobile apps in comparable industries, but that also is likely to change as more utilities seek to provide compelling user experiences. This report provides benchmarks from consumer and industry surveys and uses case studies from utilities with higher-than-average app store ratings to explore best practices.


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