Utility Companies Should At Least Have The Energy To Get In Touch, Say Consumers
- Third of consumers say communication is what they value most
from energy firms
- Half of us don't trust energy companies to tell us we could be getting a better deal
Communication from energy providers is more important to
customers than the quality or range of products and services they
offer, according to research released today by Callcredit Marketing
Solutions. Almost a third (29%) of those asked said relevant
communication was what they valued most from their provider.
With fuel prices rising, two fifths (41%) of those surveyed said
they are having to cut back on the amount of gas and electricity
they use around the home in order to avoid big bills. When asked
what they value most about their providers, receiving relevant and
regular information came third. Unsurprisingly, three quarters
(75%) of respondents said that value for money was what they craved
most, followed by customer service (46%).
Faith in energy companies to do the right thing is also low, with
over half (51%) saying that they had little or no confidence that
their energy company would let them know if they could be getting a
fairer and cheaper deal on their bills. In this respect, energy
firms fared much worse than other providers; 41% said the same
about their mobile phone firm, and 39% about their savings
provider.
The study, carried out by YouGov, asked 2500 people about their
current financial attitudes and steps they are considering taking
over the next few months. UK consumers appear to have abandoned
their 'borrow now, pay later' attitude and are now committed to
pulling themselves through their financial difficulties. 35% check
their financial statements more carefully, while 22% have started a
weekly or monthly budget.
Caroline Worboys, MD of Callcredit Marketing Solutions,
comments:
"Energy bills are an accepted necessity for all of us, but times
are tight and it's important that consumers feel that their
providers have their best interests at heart. The fact that so many
of us don't trust our providers is hugely telling and should serve
as a warning sign to energy companies wanting to keep their
customers loyal and happy.
"Communication is an important differentiator to people in the
current climate; consumers need to know that companies are on their
side and that they will let them know when and how they can help
them keep their spending down."
- ENDS -
Notes to Editors:
About Callcredit Marketing Solutions (N.B Not to
be confused with Callcredit referencing agency)
Callcredit Marketing Solutions (www.callcreditmarketing.com) designs and
executes marketing programmes with measurable customer value as the
starting point.
With marketing services from consumer data and contact centres
to direct marketing and credit marketing, Callcredit Marketing
Solutions helps clients gain greater knowledge of customers and
prospects, as well as the best ways to engage with them. By
transforming raw consumer data, into actionable customer insight,
it helps clients maximise marketing budget while encouraging
customers to buy more, do more and stay customers for longer -
measurably improving return on investment.
Callcredit Marketing Solutions' service offering
includes:
-
Real-time channel-rich customer interaction capabilities
-
Customer value strategy, planning and analysis
-
Customer database build and management
-
Data processing and enhancement
