A groundbreaking report by energy supplier SSE and YouGov has revealed the evolving energy attitudes, needs and habits of UK households.
With energy a top concern the study examined just how engaged customers really are with energy in their daily lives.
Alistair Phillips-Davies, Chief Executive of SSE, presented the findings at an event in London last night telling industry the findings were clear – customers need to be given a stronger voice in the current energy debate if the UK is to meet the significant challenges that lie ahead.
He said: “Greater customer engagement with energy use can help meet the energy challenge. We all need to work together on this.Customers are sending a loud and clear message: ‘help me reduce my energy costs without cutting back on my quality of life’.
“We need to start by listening to customers. Whether it’s finding fairer, more cost-effective and more appealing ways to deliver large-scale household energy efficiency improvements, simplifying bills to help people understand what they are paying, or giving them more flexibility about how they engage with and get the most from their smart meter, this report provides fresh and meaningful insights we can all act on.”
YouGov interviewed 2,400 members of the UK public in mid-September to produce a unique snapshot of customer opinion at a time when industry and government are being challenged to deliver reliable, low carbon and most importantly affordable energy.
Key findings of the Putting the Customer First, How we can drive consumer engagement with energy report, are:
- 85% of customers expect energy to become more important to their lives
- 71% believe having more energy powered gadgets and appliances has made life better
- Seven in 10 expect energy costs to increase significantly
- Just 47% say reducing consumption can save money without impacting their lives
- Almost 50% agree that better energy information would help them use less
- Many UK consumers are baffled by bills as only 41% say they understand them
- Billpayers believe suppliers make 26% profit; 5 times more than Ofgem figure
- Over two thirds say simpler bills would improve current information they get
- Almost nine in ten customers have heard of smart meters
- Only 50% of customers are interested in having one
The study concludes that the UK’s ability to meet its energy challenge could be in jeopardy unless all parties work together to drive broader and deeper consumer engagement with energy consumption.
The full report is available here.