Utility Digital Benchmarks Review 2017. How to improve digital performance.
45 seconds.
That’s how long Energy providers have per month to digitally engage with customers. 92% of utility customers expect a consistent and effortless experience across all digital channels, yet often their complaints relate to web and app issues rather than outages or leaks. How can you make every second count.
4. Confidential, Dynatrace, LLC
A Seamless experience is foundational to drive value and to reinforce engagement
of consumers believe it is
important to have a seamless
customer experience with
their energy provider across
all digital and non-digital
channels
89% 83% 77% 73%
of consumers said it would
negatively impact their
customer satisfaction if their
energy provider was not able
to provide a seamless
experience
of consumers would be
discouraged to sign up for
additional products and
services if their energy
provider was not able to
provide a seamless experience
of consumers said they would
consider switching to a
different energy provider if
their energy provider was not
able to provide a seamless
experience
Credit: New energy consumer 2016 - Accenture Survey
5. Confidential, Dynatrace, LLC
I want instant everything, and I’m sharing it on Snapchat
Would be more likely to consider
switching to a different energy
provider if their energy provider
was not able to provide a
seamless experience
89%
83%
41% 13.3min
Would more likely be
discouraged to sign up for
additional products and
services if their provider was
not able to provide a
seamless experience
Would be more likely to
switch to another energy
provider in the next 12
months
Spent more time interacting
with a representative over the
past 12 months via social
media
64%
68%
28%
41%
Interact more frequently with
their energy provider using
social media
8%
9.2
min
77%
Would be more interested in
an online personalized
marketplace to select and
purchase energy-related
products and services
60%
18-34
55+%
%
Credit: New energy consumer 2016 - Accenture Survey
6. Confidential, Dynatrace, LLC
Nearly two thirds of consumers have
challenges with digital channel navigation
How easy did you find it to navigate your energy
provider’s digital channel(s) ?
31%
56%
11%
2%
Always
challenging
Often
challenging
Occasionally
challenging
Never a
challenge
All respondents that interacted via digital channels in the last 12 months
8. Confidential, Dynatrace, LLC
Private Last Mile Last Mile Backbone Mobile
Your key internal/external
locations
150,000 + Domestic end user
machines by ISP, region and
bandwidth
150+ High Integrity Enterprise
servers on the internet
backbone
Mobile Synthetic, Backbone
and Last Mile
11. Confidential, Dynatrace, LLC
What caused worst consistency?
an average page response time increase of 5.66
seconds due to 3rd party content
Which elements caused the worst consistency?
object retrieval which took 72% of the pages
overall response time
22. confidential
Twitter Feedback
Wendy Ludlam @XxWendayNxX · 1h
I’ve been trying to decrease my direct debit all day but system
unavailable can you help pls?
None pizza left beef @_________Gavin · Mar 20
I think your new site might be unhappy with Chrome. After a
few tries I got it to load in Incognito Mode.
Andrew Wilson @goatkarma · 19m
Your website has the option to move supply to new property,
but not just close account at old property…can I only do this on
phone?
Vienna Marie @vienna_marie · 10h
Website and app not working, can’t log in. Any idea when it will
be back up and running?
Graham McCall @GMcCall22 · 4h
Please could you help? I can’t create an online account. My
account is not being recognised and I get this error message,
thanks
Jono Read @jonoread · 6h
New to nPower. I’ve submitted twice now meter reads but for a
third time you’ve asked for them. Very confused/frustrated!
Dan @dancastree32 · 2h
NOT HAPPY EON EON ARE BILLING ME AGAIN TWICE IN FOUR
WEEKS NOW CUSTOMER SERVICE DISCONNECTED THE CALL!
Alan Gordon @ALGO_THE_LAD · 3h
Your automated response to my complaint said you would be in
contact within 5 working days. 9 working days later and nothing.
Roy Jackson @Avonroy_1958 · 5h
Tariff I have selected, when I click on Your Account Preferences,
it says its loading, but is never seems to. It seems stuck
Laura @PinzyMe · 11h
Is the app not working? I can log in but it won’t let me add
meter readings. Website is the same. Had to call in the end.
27. Confidential, Dynatrace, LLC
Synthetic Monitoring Real User Monitoring
Mobile, tablet, desktop performance
Every user in real time
Critical page and transactions analysed
Benchmarks and competitor tracking
World’s most comprehensive network
3rd party analysis
30. Confidential, Dynatrace, LLC
Water Y Digital
Performance Report
Send request to Julia.Townsend@Dynatrace.com
What next?
Energy X Digital Performance Report
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