A new, national survey confirms a widespread belief among energy industry executives and managers: Engagement matters. Consumers who are more knowledgeable about their electric utility products and services¨Cincluding smart energy technology¨Cand actively manage their energy usage, have a stronger and more positive relationship with their utility than consumers who do not, according to results of the latest Market Strategies International E2 (Energy + Environment) Study.
Conducted twice each year, the national survey captures Americans' attitudes and opinions about the issues that arise where energy and the environment intersect. The latest wave of E2 research was designed to establish an ¡°E2 Engagement Index,¡± based on multiple measures that reflect howknowledgeable, involved and active consumers are in:
The study also found, however, that nearly two-thirds of consumers show little evidence of engagement with their utility and energy management, which means there is a significant opportunity for utilities to increase engagement and boost their customer satisfaction levels.
¡°The Engagement Index is about more than just consumer attitudes,¡± said Jack Lloyd, senior vice president in the Energy division at Market Strategies. ¡°It also measures knowledge levels and real world behaviors to provide a well-rounded understanding of what it means to be an engaged energy customer.¡±
He added, ¡°The findings are clear: Engagement equals satisfaction. The more utilities inform their customers about smart technology, and the more they convince them to get involved in managing their energy usage, the more those customers will value electricity and be satisfied with their utility.¡±
Jack Lloyd will host a webinar called ¡°Engagement Matters: What Every Utility Needs to Know about its Customers¡± at 3 p.m. ET on October 18. Learn more and register.
