Ahead of his talk at this year’s Utility Week Energy Customer Conference, we caught up with Greg Jackson, Founder and chief executive at Octopus Energy.
Here's what he has to say...
Q. How do you think customer expectations of energy companies have changed?
We now have two energy markets. Empowered customers know they have a range of options, from companies who'll give great service by any channel to those who are happy with bargain basement prices with the bare minimum of service. Other customers are still used to being the recipients of whatever the legacy customers want to do - these customers are the ones who express real surprise and almost joy when they discover the alternative.
Q. What are the emerging trends in customer experience?
Real diversity. From companies who are forcing customers to use apps and websites, to those who are giving white-glove service in every channel.
Q. Why do you think customer satisfaction levels in energy are often lower than in other industries?
Because customers don't need to interact often, so companies can get away with (indeed, optimise on) low level engagement and poor experience. If customers only deal with you once a year, and think all companies are the same, a valid business model is to do the bare minimum. This is a shame, because energy retailers now risk losing the opportunity to drive the incredible change our energy system needs.
Q. What are you most looking forward to at this year’s Utility Week Energy Customer Conference?
Spreading the word! It's an opportunity to highlight the massive range of options for where the energy market moves. This is critical to drive affordability and sustainability.