Featured in this report: Gas, Electricity
For example, a lack of awareness that switching with a SMETS1 meter could result in loss of functionality. Two years and approximately seven million more smart meters later, we are keen to see what progress has been made and whether the smart meter consumer experience has changed.
The smart meter roll-out is one of the government’s most ambitious infrastructure programmes and is being delivered by energy suppliers. As with any major infrastructure project, it is expected that unanticipated challenges will emerge during the course of the roll-out.
The way the energy industry chooses to respond to these challenges will not only shape the experience consumers have, but it will also serve to enhance or further diminish how people feel about energy companies. The media continues to scrutinise energy suppliers and how they behave during the roll-out. If negative media stories dominate the public’s perception and understanding of smart meters, it is likely to hamper uptake and increase costs for all.
It is therefore in everyone’s interest to ensure consumer experiences are positive – and for the most part, this appears to be the case. Our research found that 80% of people who had a smart meter installed were satisfied with the installation process.
