2019 utility digital experience study · dpowercobusiness 3 2019 utility digital experience study...

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2019 Utility Digital Experience Study

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2019 UTILITY DIGITAL EXPERIENCE STUDY

2019 UTILITY DIGITAL EXPERIENCE STUDYPublish Date: February 26, 2019

Every interaction a customer has with their local electric, gas, and water utility reflects their overall experience. It is critical for utility companies to provide services that delight customers at every touch point—from reviewing account information online, to making a payment on their mobile app, to resolving an issue through email. Consumer behaviors and expectations are changing, and companies must be able to provide services when and where their customers want them. Utilities that understand their digital strengths and weaknesses will be better positioned to improve customer satisfaction efficiency by deploying resources to enhance areas that will have the most impact.

The SolutionThe J.D. Power 2019 Utility Digital Experience StudySM provides an analysis of customer perceptions of your company’s digital presence. It explores the correlation between website and mobile app engagement and user experience. Additionally, it provides an overall digital proficiency rating assessed by J.D. Power’s strategic partner, Centric Digital.

Key FeaturesThe study measures the complete digital experience of utility customers:

• Assisted-Online Digital Channels: In addition to assessing the usability of websites and mobile apps, the study now provides detailed and actionable recommendations to improve the experience with chat, email, text messaging, and social media channels.

• Index Model: There are five measurement categories—or factors—included in the index model, which include: Navigation, Appearance, Range of Services, Clarity of Information, and Availability of Key Information.

• Expert Evaluation: An expert evaluation of the entire consumer user experience is conducted by Centric Digital and integrated with J.D. Power’s Voice of the Customer data to provide a deep assessment of digital capabilities within the utility industry—as well as across industries—to provide direct insight on where and how utilities should invest in digital to improve their customer experience and long-term value.

Voice of the Customer and Voice of Expert Insights



Benefits• Understand how customers currently interact with your utility

company

• Determine how well your digital touch points meet—or fail to meet—customer expectations

• Discover which companies perform highest digitally (and what they are doing right) within the utility industry and cross-industry

• Identify the areas of your website and mobile app that need improvement

• Improve ROI by deploying resources to improve areas that will have the greatest impact on customer satisfaction

How It WorksSamplingThe 2019 Utility Digital Experience Study is based on evaluations from more than 16,500 residential electric, gas, and water utility customers, with more than 6,400 of these customers providing feedback about their online experience using a mobile device (website and app). The 67 largest U.S. electric, gas, and water companies are included in the study, which was fielded from December 2018 through January 2019.

J.D. Power IndexBased on data obtained from the survey, an index is created that quantifies the effect that the tasks have on customer satisfaction—specifically, the relative weight each task contributes to the overall satisfaction index. The results of those calculations are used to predict overall satisfaction based on a weighted sum of the tasks, which constitutes the overall index.

Expert Analysis

Centric Digital conducts an evaluation of a utility brand using its DIMENSIONS™ digital intelligence platform. The evaluation targets the consumer digital experience, including self-service and assisted online digital channels. Centric Digital ranks the 67 utility brands and calculates an overall score, compared with top performers. The J.D. Power and Centric Digital teams work together to develop key drivers of the digital experience that directly affect customer satisfaction.

Based on data obtained from the survey, an index is created that quantifies the impact that the factors and the attributes within them have on customer satisfaction.

OVERALLSATISFACTION

INDEX

Ease of navigating

Range of services

Availability of key

information

Clarity of information

Appearance of the

website/app



KPIs are individual diagnostic items that have the most significant relationship with a customer’s overall experience with their utility.

Satisfaction Drivers

• Set up an online account (if applicable)

• Log in to account

• View consumption history

• Review account information

• Make a payment

• Research energy-saving information

• Update service

• Report outages (if applicable)

• View outages (if applicable)

• Locate contact information

• Perform account and profile maintenance

• Locate gas/water leak information (if applicable)

Industry Best Practices

Key Performance Indicators (KPIs)—or best practices—and diagnostics provide in-depth analyses of customer needs and preferences at each service moment of truth by identifying the top service practices. This information has proven invaluable in helping companies prioritize strategies that target areas most important to customers.

KPIs are individual diagnostic items that have the most significant relationship with a customer’s overall experience with their utility. The KPI break point is the specific point at which satisfaction significantly improves, indicating a best practice.

The study is comprised of 12 tasks:



Subscription DetailsThe 2019 Utility Digital Experience StudySM provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your utility is performing and to identify key areas needing improvement.

Study deliverables include:

• Customized executive presentation and in-person discussion that includes data-driven, actionable recommendations for achieving strategic goals

• Competitive survey data and industry reports focusing on industry trends and where utilities need to focus their efforts

• Overall digital proficiency rating for each brand profiled in the study as well as top performers in other industries based on DIMENSIONS™, Centric Digital’s platform for measuring enterprise digital intelligence

• DIMENSIONS™ measures capabilities across an enterprise’s core digital footprint—web, mobile, social, etc.—and compares them to industry standards and market leaders

• The Centric Digital IQ score will assess 435 capabilities in dozens of categories across channels, products, technologies, and organization dimensions

1

UDES 2019

Centric Digital - Digital Intelligence Benchmark

As part of the J.D. Power 2019 Utility Digital Experience Study, we will use the

DIMENSIONSTM platform to conduct an evaluation of all surveyed utility brands. This

analysis leverages best practice to provide an industry agnostic review of your digital

proficiency. Each subscriber will receive an overall score, as well as score breakdowns in

2 key segments, and 7+ categories related to digital.

01. CHANNELAssess whether your digital channels

meet customer expectations and

promote positive brand engagement

Sample Categories

Webchat

Email

SEO

...

02. PRODUCT Identify gaps in features versus best

practice, customer expectations and

industry standards.

Sample Categories

Digital Utility

Outages

User Tools

...

7+ Categories 15 Subcategories 250+ Best Practices



For more information about J.D. Power products and services, please contact your J.D. Power account manager:

Enrique Genao: 248-229-4366 or [email protected] Tim Fox: 248-680-6480 or [email protected] Brian Lawrence:at 732-637-3723 or [email protected] Croce: 248-680-6230 or [email protected]

ABOUT J.D. POWER

ABOUT CENTRIC DIGITAL

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics that help clients measure and improve the key performance metrics that drive growth and profitability. J.D. Power’s industry benchmarks, robust proprietary data, advanced analytics capabilities, and reputation for independence and integrity has established the company as one of the world’s most well-known and trusted providers of consumer and market insights for more than a dozen industries. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has 17 global locations serving North/South America, Asia Pacific, and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London.

Centric Digital’s intelligence platform, DIMENSIONS™, measures capabilities across an enterprise’s core digital footprint—web, mobile, social, etc.—and compares them to industry standards and market leaders. Insights from Centric Digital IQ data powers partner solutions, informs investors and guides C-suite executives through frontline managers to optimize business performance. Over 15,000 brands worldwide and across industries are tracked including the S&P 500. To learn more or schedule a demo, please visit centricdigital.com.

http://www.centricdigital.com



• AEP

• Alabama Power

• Alliant Energy

• Ameren

• American Water

• APS

• Aqua America

• Atmos Energy

• Avangrid

• Black Hills Energy

• California Water Service

• CenterPoint Energy

• Columbia Gas

• Con Edison

• Consumers Energy

• CPS Energy

• Dominion Energy

• DTE Energy

• Duke Energy

• Entergy

• Eversource Energy

• Exelon

• Exelon - PHI

• FirstEnergy

• FPL

• Georgia Power

• KCP&L

• L.A. Dept. of Water & Power

• LG&E-KU

• MDU Resources Group

• MidAmerican Energy

• National Fuel Gas

• National Grid

• NIPSCO

• NV Energy

• NW Natural

• OG&E

• ONE Gas

• Pacific Gas and Electric

• PacifiCorp

• Peoples

• Piedmont Natural Gas

• Portland General Electric

• PPL Electric Utilities

• PSE&G

• PSEG Long Island

• Puget Sound Energy

• San Antonio Water System

• San Diego Gas & Electric

• SCANA

• SMUD

• Southern California Edison

• Southern California Gas Company

• Southern Company - Gas

• Southwest Gas

• Spire

• SRP

• Suez

• TECO

• UGI

• Vectren

• Washington Gas

• We Energies

• WEC Energy Group

• Westar Energy

• WSSC

• Xcel Energy

APPENDIX: Profiled Brands

2019 utility digital experience study · dpowercobusiness 3 2019 utility digital experience study...

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