of customer opinions onself-service featuresare favorable

of customer mentions onutility billing servicesare positive

of customer mentionson the quality ofcommunication onoutages are positive

52% of utilities support billspayments through their websites

34% offer bill payment featureson their mobile apps

52% of utilities provide outageinformation on their websites

44% offer outage informationthrough their mobile apps

58% post power outage informationon social media channels

The majority of utilities do not offer a mechanismfor customers to report outage issues

Websites lack self-service features

Billing issues remain a concerndespite new channels for payment

Power outage management does notsupport customer feedback mechanisms

The Digital Disconnectbetween what Utilities Offer

and what Customers Experience

#digitaltransformation

Reach out: Interested in reading the full report? Head to http://www.capgemini-consulting.com/utilities-digital-customer-experienceFollow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com

52% of utility providers offera website login to customers

52% enable bill payments

54% enable customers to receive alerts

26%

Only28%

of the customer sentimenton the quality of customersupport is positive

Social media platforms are used more forbrand-building than for addressing customer complaints

29%

Are Customers Satisfied ?Are Utilities Doing Enough ?

56% of utility providers offer a mobile app

Mobile channels lack maturity

46% enable customers to viewservice details via the app

of customer opinions onutilities’ mobile appsare favorable

40% allow customers toreceive alerts via the app

But only 24% offer the ability to reportissues or provide feedback via the app

32%

Sources : Capgemini Consulting analysis

58% of utilities use their socialmedia channels to promote theircommunity development initiatives

But only 34% address the complaintsthey receive from customers on socialmedia channels

30%

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