Summary
The UK utilities sector is experiencing a substantial shift in how consumers are approached by UK utility customer support.. The industry is encountering increased customer expectations, technological progress, and regulatory pressure. The sector is driving further traditional call centres toward more agile, digital customer engagement, and customer-centric solutions. The transformational support landscape is not restricted to just the resolution of customer’s issues. It also involves developing trust, offering seamless experiences, and fulfilling the requirements of the new digitally influenced population.
Key Points:
- Evolving from Conventional customer service models
- Tailored support
- Digital transformation
- UK Customer Satisfaction Index (UKCSI) score
- Ofgem scores
- Proactive engagement and experience management
1. Introduction: From On-Hold to On-Point
Traditional customer service models are no longer sufficient for today’s utility customers. There’s a growing demand for faster, more transparent, and more
Let us admit it conventionally: Customer experience has not been a primary concern for utility providers. Recorded robotic replies, long waiting times and unclear billing enquiries have always been part of the UK utilities sector-whether gas, water, or electricity. Customers used to get themselves prepared to hear music for a long time before calling the departments and also for not very helpful responses.
Utility companies are bound to evolve and grow due to contemporary facets such as advancing customer expectations, digital revolution, climate awareness and cut-throat competition.
According to the Ofgem Market compliance report (MCR) in Feb 2023, a comprehensive assessment of Utility industry standards emphasized that customer service is not fulfilling expectations.
2. From Resolution to Prevention: The Smart Utility Shift
Old Model
An issue raised by the customer, e.g., Bill spike or connection issues → calling complaint centre →, long wait time →, explaining the problem →, resolution (hopefully)
New Model
Possible issues identified through real-time data →, informed customer→, recommended resolution →, strengthened trust.
| 78% of utility customers choose self-service options (e.g., bill payments account management). |
| 83% customers anticipate real-time outage updates through apps or websites. |
| 60% customers would change Utility providers for enhanced customer service. |
| 80% customers are ready to pay more for superior CX. |
| 87% customers expect swift replies from support teams. |
Key Statistics:
As per GOV.UK’s Q4 2024 Smart Meters Statistics Report: 33 million homes in the UK have smart meters.
What Utility providers can do now is
- Notify the consumers about any change in the usage
- Recommend adjustments of time-of-use
- Immediate alert regarding leakages or outages
This approach will enhance customer experience and will also decrease the number of inbound queries, reduce the cost of resolution and improve consumer confidence.
3. The Rise of Omnichannel: Goodbye Hold Music, Hello Choice
Sitting on hold for 30-40 minutes is an issue of last-to-last season. Consumers in the UK have become aware of their requirements and expectations. They know what they want and how they want, and they don’t want to repeat things again and again.
With over 50% of web traffic originating from mobile devices, multi-device digital journeys have become the new normal.
Modern support channels include:
- Messaging and WhatsApp for notifications and reminders.
- Live chat options
- IVRs enabled with AI
- Social media DMs with real-time help
With robust omnichannel strategies, companies retain an average of 89% of their customers, corresponding to 33% for companies with feeble omnichannel strategies.
4. AI and Automation: Bots That Actually Help
The AI-empowered chatbots today are intelligent, helpful assistants. They are different from the old robotic ones. Today’s chatbots;
- Comprehend natural language
- Swiftly obtain account data
- They switch to human agents at the appropriate time
- Acquire information from previous interactions
As per MaxBill’s article Customer Experience Trends in Utilities 73% of utility companies employ intelligent technologies like artificial intelligence to enhance software performance.
Why It Matters:
Quick replies= satisfied customers= higher retention and lower churn
5. The Era of Smart Data: Know Me, Don’t Ask Me
It’s high time that we stop asking our consumers for their account or connection numbers and postal codes.
A 360° view of the customer profile is offered to the agents by Modern CRMs that empowers them to get hold of:
- Real-time backstory of the problem
- Consumption pattern
- Complaint background
- Preferred contact method
- Billing irregularities
Example monologue-
Hello, Aria. I can see that you reported billing errors last month. We have identified an issue with your meter and have assigned a technician to resolve that. Please let us know if we can help with anything else.
Here, the conversation denoted- customer-first support.
Enhancing customer support doesn’t just mean being cordial- it’s related to your business’s performance. Utility providers in the UK that have embraced a modern approach to customer support have witnessed-
- Per Energy Ombudsman’s report- Energy Ombudsman Reports a 24% Drop in Complaints– there was a 24% reduction in complaints.
- Decrease in operational costs by up to 20-30%.
- Enhanced customer satisfaction by 10-20%
6. Conclusion: Powering the Future of Customer Support
The UK Utilities sector is no longer limited to supplying water, energy and other services. It is about delivering a great customer experience that lines with the consumer’s digital behaviour, usage patterns, personalisation and desire for control.
- Human wherever required and the need is felt
- Automated when it’s reasonable
- Proactive, not reactive
- Clear and transparent and not hideous and confusing
Sources :
Think Turquoise: Utilities Customer Satisfaction Hits Rock Bottom in 2024
Gitnux: Customer Experience in the Utilities Industry – Key Statistics
UK Government: Smart Meter Statistics in Great Britain – Q4 2024
Startups.co.uk: 20+ Customer Experience Statistics for 2025
Porch Group Media: 25 Omnichannel Marketing Statistics (2023)
LinkedIn Pulse: Customer Experience Trends in Utilities – 2023
Energy Ombudsman: 24% Drop in Complaints Reported
McKinsey: Using Advanced Analytics to Elevate Customer Experience in Utilities
