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Delivering to Customer Expectations in Major Energy Users Supply
Datamonitor, Nov 2003, Pages: 107
Introduction
A fundamental component of customer retention in major energy users supply is customer satisfaction, which will arise if suppliers meet the service expectations of their clients. Based on 1,500 interviews with buyers, this report identifies their expectations, analyses the preferences of different customer groups and assesses suppliers’ current performance in meeting customer requirements.
Scope
Analysis of the customer service expectations of 1500 major energy buyers in 6 markets, coupled with customer segmentation according to requirements
European benchmarking including comparison of over 20 suppliers' performance in meeting expectations across key service dimensions
Recommendations for optimal customer service resource allocation based on service expectations and suppliers' performance in fulfilling them
Summary of major energy users current and future switching behavior, and the non-price motivations for switching in 6 core European markets
Report Highlights
In five out of the six markets assessed, there is a positive correlation between the share of customers who are either 'likely' or 'very likely' to remain with their supplier at their next contract renewal and the suppliers overall customer service score. At 100% the correlation is strongest in France, followed by Italy at 94%.
Datamonitor’s survey has revealed that most buyers prefer a distant 'transactional' model of their service relationship. Their greatest expectations concern bill accuracy, contract negotiations and efficient response to queries, whilst ongoing advice on products and services and frequent supplier contact were rated as the least important aspects.
German suppliers are closest to meeting the customer service expectations of their customers, achieving a score of 96% satisfaction. This is closely followed by France at 95%. The worst national performer is Spain, which achieved a score of 80% satisfaction. At the supplier level, France’s Snet and Vattenfall Europe are the top European players.
Reasons to Purchase
Justify investment in customer service to senior management and allocate resources to the genuinely important aspects of customer service.
Increase customisation by understanding the unique expectations of different customer segments according to their consumption and purchasing patterns.
Understand your key strengths in the customer service arena and know where to exploit the weaknesses of competitors
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