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OSS Utilities

(Published price £995 + VAT)

One in six consumers change their gas or electricity supplier each year, but only a small proportion of these consumers switch online. In OSS Utilities we examine the online resources available to shoppers and how well their needs and expectations are being met by suppliers.

Overview

Utilities Report

The 2009 Utilities report shows how energy suppliers and comparison sites are missing opportunities not only to convince consumers to use the internet to change their supplier, but also to persuade consumers to switch at all. Many shoppers who start their shopping online are driven offline because the information and resources they need are not available.

Comparison sites are often the first port of call for online energy shoppers. But they offer a poor experience: complex consumption calculators, confusing price information and pressure to make a purchase straight away all cause shoppers to question the validity of the information they are given.

Energy suppliers are also failing to convert online visits into sales. Content and tools for potential new customers have clearly been developed without a close understanding of consumer needs and preferences, or an understanding of the shopping journey which brings them to a supplier’s website.

Our report records and explains the behaviour and frustrations of online shoppers and gives energy suppliers and comparison sites ideas about how to meet consumer needs more effectively to achieve competitive advantage.

Key questions:

OSS Utilities examines the way UK consumers use the web to find, evaluate and switch energy suppliers. In particular, we wanted to understand:

  • What are consumers’ expectations and pre-conceptions about how and where they will shop for new gas and electricity deals?
  • What sites and tools do they use to acquaint themselves with the market and the products on offer?
  • What makes the experience of using a consumption calculator successful and compelling?
  • What steps are there between the initial online shopping session and purchase?
  • How do consumers formulate a shortlist of potential suppliers?
  • What dissuades shoppers from buying online?
  • What are the real tools and facilities required by shoppers to make switching supplier online their preferred shopping method?

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To purchase a copy of OSS Utilities contact info@foolproof.co.uk