Todo es instantáneo - Chile

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INSTANT EVERYTHING.

Copyright © 2016 Accenture All rights reserved. 2Copyright © 2016 Accenture All rights reserved. 2

Interested in connected home service

More likely to purchase an electric vehicle or PHEV in 5 years

The digital energy consumer continues to enable business value for energy providers

Recommended or promoted their current energy provider in the past 12 months

67% 57%

More trust in their energy provider to protect their data

67% 52%

More satisfied with their energy provider

24% 11%

More trust in their energy provider

40% 36%

89% 90%

59% 53%

Interested in energy trading marketplace

Likely to sign up for solar panels in 5 years

88% 88% 84% 83%77% 76%

Likely to sign up for an application to remotely monitor and control home elements

Non-digital users

Digital users (53% of all respondents) Base: All Chile respondents


Yet, digital energy consumers have high expectations

Likely to be more satisfied if able to log into provider’s portal via social media credentials

More interest in an online personalized marketplace

Give high importance to a seamless experience across all digital channels

Give high importance to a consistent customer experience whatever channel they use

49% 48%

92% 92%

91% 86%

70% 72%

Expect their energy provider to partner with other companies to offer DER related packages

More likely to switch to an alternative provider for electricity, energy-efficient products or services

Spent more time interacting with a representative over the past 12 months

99% 95%

80% 79%

17.0min 11.2

min

Non-digital users

Digital users (53% of all respondents) Base: All Chile respondents


Overall, digital customer service expectations are similar across providers

When considering customer service through digital channels (e.g., web, email, mobile app, online portal, social media, automated voice, etc.), compared to each of the providers listed below, do you currently expect higher, lower or the same level of digital customer service from your energy provider?

Base: All Chile respondents

Phone, cable, or internet provider

Bank

Consumer electronics company (e.g., Apple, Samsung

Traditional retailer

Home monitoring company (e.g., security, health, safety)

Online site(e.g., Google, Amazon)

Lower HigherThe same

Q5%

4%

4%

5%

6%

5%

38%

48%

50%

51%

51%

54%

57%

48%

46%

45%

43%

41%


Energy provider’s digital channel navigation is considered very easy for one consumer out of five

Base: All Chile respondents that interacted via digital channels in the last 12 months

20%

65%

14%1%

Very difficult

Somewhat difficult

Somewhat easy

Very easy

How easy did you find it to navigate your energy provider’s digital channel(s) ?Q


Ensures the security of my personal data

Seamless experience across all digital channels

Simplified service transactions through mobile apps and online portals

Faster transactions via digital channels than non- digital channels

Digital tools to help identify relevant energy cost savings actions I can take

Variety of digital interaction channels

Proactively advises me via digital channels

Digital cost comparison tools to help me understand the value of solar panels and battery storage and/or clean energy alternatives options

Personalized experience across digital channels

Utilizes the latest digital interaction technologies

Relevant information and timely responses on social media channels

93% 92% 90% 90% 89% 89% 88% 88% 87% 86% 84%

74%62% 64% 66%

58%64%

50% 54% 58% 62%56%

Security and a seamless experience are key to increasing the adoption of digital channels

How important are each of the following factors to motivate you to use more digital channels when interacting with your energy provider? Based on your experience to date, how would you rate your energy provider’s performance on each of the following factors?

Base: All Chile respondentsPerformance (Good + excellent)Importance (Somewhat + very important)

Q


(% very important + somewhat important)


the customer experience is the same whatever channel you use

it is easy to complete transactions whatever channel you use

it is easy to navigate from one interaction channel to another

91% 90% 86%CONSISTENT EFFORTLESS INTUITIVE

WHAT TYPES OF EXPERIENCES DO CONSUMERS WANT?


94% of consumers believe it is important to have a seamless customer experience with their energy provider across all digital and non-digital channels

A SEAMLESS experience is foundational to drive value and to reinforce engagement


93% of consumers said it would negatively impact their customer satisfaction if their energy provider was not able to provide a seamless experience

92% of consumers would be discouraged to sign up for additional products and services if their energy provider was not able to provide a seamless experience


11%

20%

20%

21%

23%

28%

35%

43%

51%

53%

60%

65%Over the telephone with a representative

Over the phone using automated menu options

In person in a store

Online portal-website

In person at your home

Email

Using social media

Paper mail

Mobile application

SMS-text message

Online chat with a representative

Not interacted

Consumer interactions with current energy provider:


49%

44%

41%

47%

33%

28%

19%

22%

13%

13%

13%

+16pts

+16pts

+12pts

+4pts

+10pts

+7pts

+9pts

+1pts

+8pts

+7pts

+7pts

2014% interacted

2016

ENGAGEMENT Interactions are increasing across channels

Digital channels

Non-digital channels



0 to 10 minutes 10 to 30 minutes 30 minutes to one hour Greater than one hour I have not interacted with my energy provider in the past 12 months

AVG 2016:

14.2 MinsAVG 2016:

8.1 Mins

With a representative Through digital channels

TIME SPENT interacting with energy provider in the past 12 months

36%

21%7%6%

30% 32%

19%3%2%

44%


62%

47%43%

32%

Early adopters Early majority Late majorityLate adopters

INTERESTin a convenience-led new bundled value proposition


I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested

42%

51%

7%Consumers interested in

automated home energy management

and willing to pay for it

42%

Automated home energy management

A service to lower energy costs, make the home more comfortable, optimize distributed energy resources, and personalize home energy savings programs


Energy providers and specialized providers are the preferred choices for automated home management services at a premium

Base: All Chile respondents interested and willing to pay to benefit from “automated home management” (n=464)

QWhich providers do you think are the best positioned to offer automated home management services? Top three

A specialized provider for this particular service

Your current energy provider

A consumer electronics company

A phone, cable, or internet provider

A home monitoring company

An online site

A traditional retailer

79%

61%

49%

32%

19%

17%

12%

Todo es instantáneo - Chile

Economy & Finance

Transcript of Todo es instantáneo - Chile