The State of Customer Service in the Utilities Sector
Want to be the best utility for customer care? This whitepaper explores the unique challenges faced by utilities support teams, and the automation strategies some companies are using to slash wait times and operational costs.
Is There a Customer Service Crisis in Utilities?
The headlines say yes — but is the situation as dire as it seems? Some providers are trapped in long wait times and mounting complaints, while others quietly defy the odds with smarter automation and faster response times. Dive into customer service trends data with us and learn what’s really happening.
Key findings: utilities customer service performance
Utilities lag in customer service
Across Europe, utilities score 6+ points below average, with long wait times and unresolved issues common.
Shared frustrations across sectors
Water, energy, and broadband face the same problems: outdated systems, overwhelmed agents, and slow responses.
Automation drives improvement
Leading utilities use automation to cut costs, ease agent workload, and deliver faster, personalised service.
Utilities customer service performance: latest statistics
- Only 8 of 27 electricity providers in Germany are rated “good” for customer service (DISQ).
- The UK utility sector scores 6 points below the all-sector average on customer satisfaction (UKCSI).
- Utilities companies that embrace automation save €500,000 per year and cut AHT by 35 seconds.
How satisfied are consumers with utilities customer service?
The Future of Utilities Customer Service
Utilities are shifting from reactive support to proactive, personalised service. Key trends shaping the future include:
AI-powered self-service to resolve routine queries and cut wait times.
Real-time data integration for personalised, proactive support.
Automation as a loyalty tool, boosting satisfaction and retention.
AI-powered self-service to resolve routine queries and cut wait times.
Real-time data integration for personalised, proactive support.
Automation as a loyalty tool, boosting satisfaction and retention.
Fill in the form to download the whitepaper and see the strategies and trends shaping the future of utilities customer service.
The utilities sector is at a turning point for customer service. With AI-powered self-service, real-time data, and smarter automation, providers can finally tackle long wait times, cut costs, and win back customer trust. This whitepaper reveals how leading water, energy, and broadband companies are making it happen — and how you can too.
