Why UK utility customers now expect a better digital experience: Macro 4 at Utility Week Live

Macro 4 will showcase solutions to tackle CX challenges and improve the customer experience

Crawley, UK – May 13, 2022 – Macro 4, a division of UNICOM Global, will be discussing the results of a new survey, ‘Giving UK Utility Customers A Voice’, when the company exhibits at Utility Week Live at the NEC, Birmingham on 17th – 18th May 2022 (stand D2).

Macro 4’s survey of 1,000 plus UK utility bill payers demonstrated a clear theme running through the results: customers are embracing digital technology and they want suppliers to do the same to improve the customer experience, particularly now they are faced with higher bills. Here are some of the key findings:

Higher energy prices: customers want better service in return The higher energy price cap is likely to make customers more demanding and less loyal. 58 per cent said they now expect higher levels of service in return for higher bills, and it is those in the 25-44 age bracket who are most the motivated. More of them want higher levels of service and better deals, and are more likely to switch supplier as soon as they can.

Customers prefer digital self-service Customers are increasingly open to digital interaction, including using self-service technology, a trend that has intensified during the COVID-19 pandemic. 61 per cent have become more used to interacting digitally since the pandemic and 72 per cent want utility companies to provide better online resources so they can find the answers to their questions themselves.

Increased demand for digital bills With cost of living pressures facing many, it’s not surprising that nearly three quarters (73 per cent) are checking their bills for mistakes. 64 per cent also say it’s more convenient to view their bills online, though nearly one third of respondents do still prefer paper bills. Paul Lewis, UK Sales Manager at Macro 4, said, “One thing is clear, in the light of the unprecedented events engulfing the sector, utility companies must work hard to stand out from the crowd in the current market. With limited opportunities to compete on price, improving the customer experience will be the primary differentiator and customers will expect suppliers to step up to the mark. Our software solutions help businesses to do this by personalizing customer communications and delivering engaging multi-channel experiences that keep customers coming back for more.” To find out more visit Macro 4 at stand D2 or download the report ‘Giving UK Utility Customers A Voice’.