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Accenture Survey: Consumer Confidence in Suppliers Waning

Trust Scores Go Down from 2012 Figures

Accenture has released the results of its New Energy Consumer survey, which aimed to get the opinion of customers with regards to service providers in the international power sector.

The 2013 survey of 11,000 international and 634 British consumers showed 13 percent of respondents from the United Kingdom trust their suppliers on optimization initiatives, down from 19 percent the previous year.

People are also expected to become less pleased with facilities this year as the percentage of user satisfaction also declined compared with the 2012 results, according to the survey.

Based on a ten-point rating, those “very satisfied” of their providers were dropped 20 percent from 24 percent and those “satisfied” fell 38 percent from 41 percent.

“In the evolving energy marketplace, many utilities should redefine their role in consumers' lives and refocus on building a base of trust,” said Greg Guthridge, Accenture Energy Consumer Services’ managing director.

“The first step is making interactions simple, in particular getting the basics right the first time," Guthridge added.

Attitudes towards suppliers have limited impact on customer loyalty as a majority of respondents have no plans of switching providers in both the latest and preceding surveys, the report noted.

More Stories By Tim Watson

Tim Watson supervises all media production at Executive Mosaic, a digital media company that provides insight, information and analysis on several industries, including government contracting.

He previously produced byline coverage with the economics team at USA Today and evaluated lending proposals for the Overseas Private Investment Corporation.

Tim was born and raised in Washington, DC and holds a bachelor’s degree in Business-Journalism from Washington and Lee University and a certificate in budgeting and finance from Georgetown University's School of Continuing Professional Education.