target audience: TECH SUPPLIER Publication date: May 2023 - Document type: IDC Survey - Doc Document number: # EUR149140923
European Energy Customers Evaluate Their Customer Experience and Customer Journey: Part 3 of the 2022 Worldwide Energy Consumer Survey Discovery Series
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Abstract
This IDC Survey examines data from the 2022 IDC Energy Insights Energy Consumer Survey, which was conducted between June and July. The report provides an overview of the ease — or lack thereof — of carrying out various tasks along their customer journey. It indicates the extent to which energy suppliers keep their customers informed about issues or situations that affect them. Moreover, it provides an overview of how energy providers perform regarding specific tasks and how they are perceived by customers. This comprises a view across age groups, countries (in some cases), and smart meters installed.
The survey covered 720 energy customers in EMEA, covering the following countries: France, Germany, Spain, Sweden, and the U.K.
This report is part of a series of documents unveiling the energy consumer point of view over multiple energy industry areas such as product and service satisfaction levels, communications and interactions with energy suppliers, customer experience, customer journey, and new energy products and services.