2021-11-30-埃森哲-Pledge_to_the_people_36页_4mb

Summary of "Pledge to the people"

Core Content

The document evaluates the progress made by European electricity retailers in fulfilling their pledges to empower consumers since March 2020. It highlights the positive shift in consumer perception and company activity, while also identifying key barriers to wider participation in the energy transition.

Main Views and Key Information

Consumer Perception

• Positive Change: Over 75% of consumers feel they have more choice, control, and a better experience with their energy suppliers compared to 12 months ago.
• Choice and Control: Consumers report more options and solutions, with one in five feeling more in control of their energy usage and costs.
• Experience: Most consumers find the experience simpler and more transparent, with 46% agreeing that their energy supplier provides responsive, friendly, and personal customer service.

Company Activity

• Expanded Offerings: 88% of energy companies have increased their efforts to offer new products and services, and over 75% have improved consumer experience and control.
• Services Provided:
  • 78% of suppliers offer products and services for solar panels, home batteries, home energy management, or other home energy generation/storage equipment.
  • 57% of suppliers provide expert advice on electric vehicles, energy generation, and storage.

Barriers to Participation

• Awareness Gap: 69% of consumers are unaware of new energy solutions available from their supplier, such as home energy generation, management, and electric mobility.
• Financial and Digital Barriers:
  • Cost concerns are a top barrier for adopting low-carbon solutions.
  • 44% of EU consumers aged 16–74 have only basic digital literacy.
• Interest and Motivation:
  • 5% of consumers express no or very limited interest in the environmental impact of their actions.
  • 11% show no interest in adopting home energy generation or electric vehicles.

Consumer Segmentation

• Active Consumers (21%): These consumers actively seek and use new solutions. They value streamlined processes, tailored advice, and one-stop shops.
• Orienting Consumers (24%): These consumers are aware of new solutions but have not yet used them. They require clear guidance and help in decision-making.
• Service-Minded Consumers (37%): These consumers prefer solutions that offer tangible benefits with minimal administrative effort. They are open to peer advocacy and simplified processes.

Drivers of Positive Perception

1. High Satisfaction: 73–92% of users who have adopted new energy products and services found them helpful.
2. More Choice: The average number of energy suppliers in the EU is 41, with 90% expanding their service offerings.
3. Digital Simplification: Suppliers are investing in digital channels and self-service solutions to simplify the customer experience.

Strategies for Wider Participation

• Raise Awareness: Provide clear and reliable information about the availability, benefits, and financial implications of new energy solutions.
• Simplify the Experience: Remove pain points in the customer journey and use automated services to make adoption easier.
• Invest in Customer Knowledge: Understand life events and customer needs to offer relevant advice and support.
• Design for Segments: Tailor solutions to meet the unique needs of different consumer groups, including those who seek active involvement and those who prefer convenience without hassle.

Examples of Supplier Initiatives

• EDP: Launched a Solar PV simulator and the EDP EV.X app to help consumers understand and adopt electric solutions.
• CEZ: Streamlined customer service and proactively informs consumers about tariff changes.
• Engie: Introduced the "Engie Zero" retrofit scheme as a one-stop-shop for decarbonising homes.
• ENEL: Developed the ENEL.X Store and Station in Rome, offering advice and fast-charging services.
• Smart Energi: Launched an education campaign and offers transparent pricing and monitoring systems.
• Energia Ireland: Helps customers access financial support for energy-efficient renovations and electric vehicle equipment.

Conclusion

While there is significant progress in empowering consumers through new services and improved customer experience, the awareness gap remains a major challenge. Continued investment in education, simplification, and tailored solutions is essential to ensure that all consumers can participate in the energy transition.