Actionable Insights for the New Energy Consumer - Accenture

How involved are consumers?To measure the engagement of consumersspecifically in deregulated markets, oursurvey asked three pointed questions andinstructed the consumers to rate theirresponses on a scale from 1 to 10, with10 being the highest:• Satisfaction: “What is your level ofsatisfaction with your current electricityprovider?”• Recommendation: “Would yourecommend your current electricityprovider to your family/friends?”• Switching: “Are you consideringswitching to another electricity providerin the next 12 months?”Figure 28. Engagement score with electricity provider (deregulated markets only).Engagement score 67%Components of the engagement scoreSatisfiedLikely to recommendNot likely to switchBase: Respondents in deregulated markets only.Note: The engagement score is the average of the numeric values of the three main components in the figure. Theengagement score is the percentage of individuals that are considered engaged (e.g., an index of 67 means that 67 outof 100 individuals—or 67 percent—are engaged).68%65%68%To create a holistic view of consumerengagement with their providers incompetitive markets, we aggregatedresponses to these three questions. Theresulting consumer engagement scorerepresents one of the most critical metricsfor energy providers. Averaging the totalresponses, we learned that globally 67percent of consumers are engaged withtheir electricity providers (see Figure 28).Figure 29 illustrates that in deregulatedmarkets across geographies, responsesby country do not stray too far from themedian score of engagement—only a 7percent difference up or down. Consumersin France take top spot as the mostengaged (at 74 percent), while SouthKorean consumers are the least engaged(at 60 percent).Figure 29. Engagement score with electricity provider.FranceNetherlandsUnited States*Canada*NorwaySwedenUnited KingdomAverage74%72%71%70%69%68%68%67%Denmark66%Australia65%Italy65%Germany65%Belgium64%Spain62%South Korea60%32Engagement score* Includes only deregulated states and/or provinces.Base: Respondents in deregulated markets only.