Delivering exceptional CX has become quite a vital task for utility companies in order to maintain customer retention, loyalty and market share. Previously the major concern of utility providers was concentrating on regulatory compliance and operational productivity. However, the sector has realised that they need to level up their customer support to and adopt digital solutions, in order to enhance their brand name and bottom line.
According to Market research by the Institute of Customer Service data on UK utility companies, in January 2025, the Customer Satisfaction Index scored the Utilities sector at 70 out of 100.
According to the Ofgem Energy Consumer Satisfaction Survey 62% of UK utility customers are dissatisfied with their existing service levels.
As per the UK Customer Satisfaction Index (UKCSI) when the customers were asked if their company cares about them as a customer, 58% said yes, 28% negated and 21% were unsure.
When asked whether the quality of service customers received from the utility sector affected how much they spent with them 13% stated that they increased their spend due to the service received from the utility service provider, however, 6% said that they decreased their spending due to the service they received whereas, 72% confirmed that the quality of service they received did not affect how much they spent with a utility service provider.
Only 29% of Utility customers agreed that the use of technology to give a consistent experience across channels has improved.
A survey on Customer service and management by Smart Energy International found that 72% would like to have better self-service and seamless access to consumption details, and 60% prefer to resolve concerns without calling customer support.
The UK Customer Satisfaction Index
Ofgem Energy Consumer Satisfaction Survey
The UK Customer Satisfaction Index
73% of UK energy and water customers unsure if their utility bills are accurate
