Covid-19 has changed the relationship between Energy Suppliers and their customers forever

It’s undeniable that the Covid-19 pandemic has been the most disruptive event to have occurred in most of our lifetimes. Its full impact has yet to be measured, but one thing is certain, customer expectations for their energy supplier have changed, perhaps forever.

What changed?

The unprecedented reaction to the virus by the government fundamentally changed the way the country functions with perhaps the biggest impact being the massive shift of workers from offices to their homes or being put onto the furlough scheme.

Energy suppliers have had to adapt to this new world just as much as their customers. Some have excelled, others have been found wanting, but what’s clear is that expectations have changed.

Suppliers can use the situation as an opportunity to strengthen their relationships with their customers, inspire loyalty and deliver a better service.

Also read: 6 ways coronavirus is changing energy and the climate

New needs for remote workers

When the first national lockdown was announced the first places to be impacted were working spaces and offices. Suddenly, millions of people were forced to work from their homes fulltime, a huge jarring culture shift for many.

Some people have struggled a lot with the current situation, others have enjoyed not having to commute to their workplace and as a result, businesses up and down the country are now faced with the challenge of how to handle the working situation when things finally do get back to normal.

Data released over the course of the three lockdowns has shown that the majority of workers want to continue to stay working from home at least some of the time.

The shift to working from home has resulted in consumers using far more energy than they otherwise would have, especially over the colder winter months where heating and lighting is needed. Energy usage for the average household has been shown to have risen by 10 to 20%.

In the summer, this extra usage will fall but energy usage is forecast to remain higher than average.

Also read: 58% of Households ration electricity and gas use over energy bill fears – how can energy suppliers help their customers?

Increased Communication by Energy Suppliers

With customers using more energy suppliers should increase their communications with them to offer information on how they can reduce their energy usage and costs.

Energy suppliers can create promotional campaigns and new products aimed at employees working from home perhaps even new tariffs aimed at this growing demographic. Direct targeting of home workers can help a supplier frame the messaging around their specific needs.

The economic impact of the Covid-19 pandemic has been severe with many customers losing their jobs as a result. Many are in situations they’ve never been in before – they need help to pay their energy bills.

Government-assisted programs exist, and energy suppliers have introduced support that should be made clear to any customers struggling or who have fallen into debt on their bills.

Energy suppliers should identify their customers who are most in need and offer them more support and direct them to assistance programs that are in place. Communication is key.

Also read: Add your Customers to the Priority Service Register with Dyball’s CRM

Need help with your data quality? Contact us for how Dyball Associates Managed Services for Energy Suppliers can assist.

Empathy is appreciated

The pandemic hasn’t been easy for anyone and during this time the importance of being empathetic has increased hugely.

Customers now regard empathy to be one of the most important customer service qualities and those businesses that fail to display it or do something that puts profits over people first will be hit with reputational damage.

Social media allows poorly treated customers to spread the word of their treatment and has landed several businesses in hot water with the media and in some cases the regulator quickly and effectively.

Customers who saw companies, including energy suppliers, up their empathy quotient during the pandemic are likely to want this level of treatment to continue.

Also read: How to Improve Consumer Trust in Energy Suppliers?

The end in sight?

Hopefully, the UK will soon emerge from lockdown thanks to the success of the vaccine rollout and energy suppliers will need to readjust to a post-pandemic way of operating.

Energy suppliers need to figure out what their customers will expect from them post-pandemic.

Support and empathy will continue to be required as people get back on their feet, but once the worst is over, energy suppliers could focus on delivering a more personalised service as well as offering support on energy efficiency measures and the increasing focus on going green.

Further Reading

Five challenger energy suppliers required to participate in Ofgem’s ECO3 Energy Efficiency Scheme after hitting customer threshold

What are Smart meter and Time of Use tariffs?

E.ON pays compensation to customers following energy billing error

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