Sector:
Electricity

From identifying key drivers behind the mounting energy demands of consumers and businesses, to understanding environmental impacts, perceptions of responsibility and policy changes, our researchers apply their holistic knowledge of the electricity market, and wider energy sector, to create relevant, informed research solutions. Some of our most experienced sector leads have been conducting market research within this specialised field for well over three decades. Over this period they have witnessed significant change across the industry and, as the landscape continues to evolve at pace, they ensure the impacts of current energy challenges and developments in technology are considered throughout the research process. We have worked extensively with household and non-household customers of energy suppliers and distribution network operators, conducting a wide range of quantitative and qualitative research projects. Examples of core focus areas for market research in this sector over recent years are explored below. Journey mapping, customer satisfaction and customer experience research We have been conducting customer satisfaction and experience tracking studies since our inception well over two decades ago. Our bespoke projects for the electricity, energy and wider utilities sector have varied in scope from monitoring the perceptions and expectations of households and businesses over time to gap analysis, comparing performance and experiences with future goals. Some of our most satisfying, and rewarding, projects have been those where we have applied these techniques to uncover what elevates a customer encounter into a truly wow experience. Our researchers are able to apply their learnings, and knowledge gained, from other projects across other sectors to deepen understanding, crafting enriched solutions which help advise organisations on how they can put their customers' needs at the heart of their service model. Customer vulnerability and affordability studies  Market research which explores sensitive topics, such as financial instability and personal difficulties, requires extremely careful handling from recruitment right through to concluding interactions with participants. Our field team, researchers and interviewers have extensive experience engaging individuals, and groups, who are facing all kinds of difficult circumstances. From people living with health vulnerabilities or economic struggles, to the digitally disengaged or those living in remote rural areas, our experience engaging these audiences extends far beyond the utilities sector. Our breadth of audience insight, and years of experience engaging different consumer groups and businesses, results in the creation of rich and well-rounded research solutions. Projects we’ve conducted in this field for the electricity and energy industry have explored the needs and experiences of vulnerable customers in the electricity and gas distribution space, awareness and performance of the priority services registers and the delicate subject of fuel poverty. Community engagement analysis In recent years we’ve seen a steady increase in the importance of authentic community engagement across the utilities sector, as organisations seek to understand their consumers better and identify ways to work with local communities. Effective analysis can be used to inform tailored communications strategies and our teams have conducted a wide number of ethnographic and quantitative studies to engage local people on a range of energy matters. Our outputs have been used to shape marketing campaigns, door-drop content and customer consultation programmes. Net zero progress and perceptions As the government’s target to achieve a fully decarbonised electricity system by 2030 gets ever closer, we have conducted extensive research with businesses exploring both their attitudes and progress towards their net zero goal. Understanding public perceptions, including knowledge of crucial milestones and perceived responsibilities of organisations and customers, is an area of equal importance which we have explored in detail for clients across several different sectors as well as the utilities market. Discover how we apply our expertise in climate change and environment research, along with our extensive experience within the public sector. To find out more about our expertise in the electricity industry and wider utilities sector and how we can provide the actionable insight you need to meet your business objectives, contact our team today. 

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