How to Improve Consumer Trust in Energy Suppliers? | Dyball

Because energy is so fundamental to our everyday lives and because its supply is typically very reliable, energy suppliers often receive a lot of criticism when any problems occur.

For energy suppliers to succeed they need to offer more than just delivering products, they also need to understand their market and how consumers think.

The collapse of many suppliers over the last few years, tales of customers being overcharged, and horrendous service have all combined to damage trust in the sector.

The introduction of policies by Ofgem such as the energy price cap reflects the broader mistrust the public has in the sector.

There are a few ways an energy supplier can win the trust of their customers. These include:

There’s nothing worse for a consumer than to receive an inaccurate bill. Not only will it knock their trust in you the supplier, but it is also likely to see them complain to others about it. Word of mouth is very important when it comes to a company’s reputation.

If it happens consistently then you can expect to kiss those customers (and their friends and family) goodbye as they switch to a supplier that does get its billing right.

An energy supplier can reduce the risks of inaccurate billing by using Dyball’s CRM which incorporates an energy billing system for domestic and SME portfolios. Utilise scheduled and ad hoc bill production to your bespoke branded template to ensure customers are billed accurately and on time. To experience our Energy CRM and Billing System via a demo please contact us today.

Cheaper prices are perhaps the biggest motivator for consumers to switch their energy supplier, but many companies often use it to snag new customers and then promptly raise their prices, often without explaining why.

This practice is not the way to go about earning a consumer’s trust. Instead, pricing needs to be made clear from the start and any price rises should be communicated well ahead of their introduction. Which leads us neatly into -

If you’re planning a price change, notify your customers well in advance. There’s a lot of tools at your disposal to get the message across quickly and clearly.

Communicate why such a change is occurring and explain how their bills are constructed in the first place. Highlight the wholesale costs, transportation costs and your operating costs. Customers are far more likely to trust you if you keep them informed.

Asking for customers feedback via surveys is also an excellent way to discover what areas you’re doing well in and what you need to work harder at. Keep your website updated with the latest news and don’t spam your customers, there is such a thing as too much information.

Perhaps the most important thing to consider when it comes to winning customer trust is that when things do go wrong, own up to them and be as transparent as possible. There’s nothing more harmful than hiding the truth.

Be transparent and own up to any errors on your part.

Make getting in contact and billing information as simple and as clear as possible.

One of the biggest complaints against energy suppliers is the often-convoluted way they explain their billing process.

As well as that, the methods to get in contact with the company need to be simple too. Don’t make them jump through loops just to speak with a real person. Providing a human face to your customer service will be appreciated.

By far the best way to win and retain a customer’s trust is to go that extra mile to resolve any issues or queries they may have.

Demonstrating that you value their custom is a sure-fire way to build a good reputation when it comes to customer service. Fast reaction times to issues and demonstrating that you take all matters seriously is likely to lead to a growth in new customers thanks to word of mouth.

Being kept on hold is a big bugbear, along with accurate billing and responsive and speedy complaints handling. This is important, as customers rate ease of contact very highly on their wish list!

Use emails, SMS and apps to keep your customers informed and engaged.

You could demonstrate your commitment to the environment by producing engaging content that is then pushed via those formats to keep your customers informed and give them the warm fuzzy feeling that they’ve chosen the right supplier.

Competitions and special offers can be used as extra incentives and are other great ways to keep customers engaged.

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Dyball Associates are proud to help new supply businesses successfully launch in the UK market.