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Customer Experience & Expectations Report

  • Framed five stages of the customer lifecycle – investigate, initiate, remediate, innovate and cultivate
  • Online survey of 2,000 respondents across the U.S.
  • Looked at six key touchpoints consumers have with their energy provider
  • Explored customer perceptions of best-in-class service providers
  • Seeked to understand how grid modernization and experiences with a broad range of service providers have impacted consumers’ attitudes toward their energy provider