Customer research is a vital part of what Delta-EE does, looking in-depth at the needs and wants of energy customers as they become an increasingly important part of the energy transition. With the recent publication of Delta-EE’s report The New Energy Consumer: Who are they and what do they want?, host Jon Slowe was joined on a recent episode of Talking New Energy – the podcast from Delta-EE – by Principal Analyst David Trevithick and Analyst Lodovico Di Deodato. They discuss how companies are using customer insight to develop their business models and propositions for the future.
David Trevithick says, “consumers are a part of the decarbonisation equation, so we need to bring the customer on the energy transition with us. And to do that as industry, we need to really and deeply understand them: what makes them tick, how they live their lives, their energy-related needs, motivations and preferences. And remember, of course, this varies between us all.
“Customer research is not always the answer but it’s a tool and used in the right way it can be a very useful one […] It won’t shout out the answer in flashing lights and capital letters, but it will point you in the right direction that you should be travelling.”
Lodovico Di Deodato points out the importance of keeping up with the ever-changing expectations of customers as their knowledge grows and priorities change.
“In 2030 I expect energy customers to be more engaged and more demanding. Consider we will have a generation of environmentally conscious people that have grown up, and will represent a big share of energy customers, especially in Europe […]
“I see a future where there will be more ‘as a service’ types of contract, and a rebound effect in terms of privacy and control of data as awareness has been raised on the value of our data.”
So what does that mean for energy suppliers? Listen to our recent podcast episode to learn more.