Utility Week

UTILITY WEEK | 28TH SEPTEMBER - 4TH OCTOBER 2018 | 29 Customers 2017 survey 2018 survey Methodology In partnership with Harris Interactive, Utility Week asked more than 1,000 UK adults about their interest in smart home and smart energy technologies. The survey was carried out on participants aged 16+ across England, Scotland and Wales between 16 July and 20 July 2018. Reasons given for trust "I have no reason to mistrust them." "There are lots of deals and money-saving schemes." "There is such a lot going on now, that it needs to be studied, but all the suppliers I have been with have always treated me as a person and not just a number, and I have been able receive the best tariffs." "I have had a long relationship with the company and have received continued good service." "They seem to be doing a fair job to me." Reasons given for mistrust "They seem to be more interested in profit than their customers." "They are always ready to put up their tariffs with lame excuses as to why they are doing so." "They are all about shareholders and profits, much to the despair of the consumers." "They are profiteering and it is distasteful." "Out to make money. They don't care or fix any problems." Nearly two-thirds (62%) of respondents understood their current energy supplier to be one of the large, big six energy companies. Figures have remained relatively static between surveys. Just under half of respondents would have more trust in their energy suppliers if they made less profit. Around one third would trust their energy supplier more if their energy bill was easier to understand Almost one quarter felt that what they were charged for their energy was unfair, and this has increased continually since the first survey in 2017. Just over three in ten felt that they were charged a fair amount and were receiving value for money ENERGY SUPPLIER AWARENESS TRUST IN ENERGY SUPPLIERS VALUE FOR MONEY FROM ENERGY 2018 SURVEY OF CONSUMER ATTITUDES A large company (one of the big six) A medium sized company A local/ municipal company A small company How would you describe your current energy supplier (the company that bills you for your electricity and/or gas usage)? Base: All energy/water account holders. 2017, 888; 2018, 1,061 Would you trust your energy supplier more if? Base: All energy/water account holders, 1,061 Which of the following statements applies to your energy and water supply/waste water service account? Base: All energy/water account holders 1,061 If the company made less profit If your energy bill was easier to understand If you had better visibility of how much energy you are using from day to day If they provided better customer service It was easier to switch tariffs with the same supplier It was easier to switch to another supplier Other I think I am charged a fair amount for the services I use I don't believe I am charged an unfair amount but I would like my bill to be lower I think the amount I'm charged for the services I use is unfair I don't know 31% 35% 24% 11% 7% 19% 26% 26% 31% 35% 49% 66% 62% 19% 20% 12% 13% 4% 5% Source: Harris Interactive Source: Harris Interactive Source: Harris Interactive

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