Billing And Metering Fail To Bolster Customer Brand Perception For UK Utility Providers

Every customer journey is a chance to boost customers’ perception of your brand, but not all succeed. Forrester’s 2024 data shows that few UK utility customers say that their journey diminished their view of their provider; utilities were most likely to damage their brand when helping customers with a bill. For 84% of customers, submitting a meter reading was a completely brand-neutral experience. Even the best-performing journey, getting an EV charger, lifted brand perception for just 57% of customers. To boost their brand, utility providers must identify opportunities to evoke positive emotions in customer journeys. This is a snapshot of Forrester’s data on customer journeys among utility consumers.