Kindly Note : The CX leader and laggard scores reflect the scores of companies whose average score across parameters are either the highest or lowest respectively
Differentiating at the right journey touchpoints is the key to value creation
Pre - purchase
Post - purchase
The segment shows an average performance, with potential for differentiation on service at branch and application process
Q1 - Was the process of getting the electricity connection smooth for me?
Voice of customer insights
听
Top Rated Parameters
- Fair quotation and payment
- Regular information gathering
- Good reputation of the distribution company (DISCOM)
Smooth application submission as well as efficient installation and connection can enhance customer experience 鈥�
- 鈥�The process of getting a new connection was easy. We have the contact number of the lineman. We call him, and he comes and tells us the amount. Then he gives the connection. We had to submit some documents at the office, and they did the fitting in one or two days鈥�
- 鈥淲e needed to upgrade our plan due to increased needs, & they were quite quick in responding, we contacted our energy provider. They were very prompt in their services. I contacted their office, met with a consumer relations officer, and submitted an application. The upgrade was processed within two days.鈥�
Frequent communication during downtime and the convenience of using multiple payment methods are valued by customers
Q2 - Is my electricity usage experience convenient and delightful?
Kindly Note : The CX leader and laggard scores reflect the scores of companies whose average score across parameters are either the highest or lowest respectively
Voice of customer insights
听
Top Rated Parameters
- Reliability of the service
- Meter reading and billing
- Communication - preferred mode and language
Customers expect frequent communication and ease of availing customer support听 鈥�
- 鈥淚 called the line and told them about the power cut problem. They informed me when the power would be restored, which usually comes back on time"
- 鈥淪ometimes, contacting customer service is slow. When there's a power outage, getting in touch with them can be tiring. They should improve their response time.鈥�
Customers value the convenience of multiple payment options 鈥�
- 鈥淚 use a fintech app to pay electricity bills because of the cashback and ease of use鈥�
- 鈥滲efore, we had to stand in long queues to make payments. Now, with UPI, I can make payments through a fintech platform and get a 1 per cent discount. It's convenient for both the company and the customers.鈥�
Striking the right balance between delighting the customer and the cost of servicing them is key to maximising value
Performance of the segment on the prioritised experience attributes
Customer Centricity demonstration zone
Customers want their DISCOMs to provide seamless service such as 鈥�
- Quicker response times for service issues, easier access to customer support
- Better understanding of local needs and challenges
Effective and consistent communication from DISCOMs听
- It builds trust and keeps customers informed about outages, maintenance schedules, and billing details
Transparent unit rates are crucial in customer decision-making
- Customers want DISCOMs to provide transparency in unit costs towards ultimately avoiding unexpected costs
Offering value-added services, such as energy-saving tips, usage monitoring tools, or additional customer benefits, can make a DISCOM stand out
Low performance of the segment across prioritised experience attributes can be mapped to low customer retention
Customer segmentation based on satisfaction and loyalty
(percentage share of respondents)
Customer retention is dependent on their satisfaction with the brand and their tendency to explore alternatives. 鈥楢mbassadors鈥� are highly satisfied customers who will keep contributing to the brand鈥檚 success. 鈥楬esitant鈥� on the other hand, are customers are seeking improvement in service delivery. 鈥楥ritics鈥� as the third segment, actively convey negative feedback about the brand, if not satisfied.听
- A strong local presence creates a sense of community and trust. Customers feel valued and well-supported, leading to increased loyalty
- Value-add offerings such as additional services, like energy efficiency tips and usage insights, enhance satisfaction for 10 per cent of the customers
- This transparency in pricing builds trust and loyalty. 9 per cent of customers are likely to recommend DISCOM 听to others, highlighting the affordability and fairness of the rates
- Without adequate customer support, issues and concerns go unresolved, leading to frustration and dissatisfaction. 8 per cent of customers expect assistance, especially when encountering problems, and the absence of support can drive them to seek alternatives that offer better help
Meeting customer expectation and maintaining transparency in operations is the key to value generation via new revenue streams
Performance across the 乐鱼（Leyu）体育官网 in India鈥檚 Six pillars of Customer Experience听
(Weightage of the pillars to the overall experience requirements)
Kindly Note :- Relative importance of pillars are mapped as 鈥淲eightage鈥� whereas the segment鈥檚 ability to fulfil the experience requirements is mentioned as 鈥淎bility to fulfil鈥�
Expectation (25 per cent) and Integrity (19 per cent) are the key pillars of experience for electricity consumers
Meeting customer expectation, directly impacts satisfaction 鈥�
- Clear and timely communication about power cuts helps manage customer expectations. By knowing when to expect downtime, customers can plan accordingly, reducing frustration and inconvenience
Delivering on the integrity pillar, ensures high chances of the customers engaging in additional offerings by the听DISCOM
- Trust is closely linked with security. If customers trust DISCOM听 to protect their data and transactions, they are more likely to use digital payment options without fear of fraud or mishandling of sensitive information
- A history of positive interactions and resolutions fosters trust. Satisfied customers who trust their DISCOM are more willing to explore other services, expecting similar positive experiences
Previous experiences reinforce high customer鈥檚 value perception
The top five experience attributes influencing the customer鈥檚 value perception
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Consistent delivery of high-quality products/services with a range of innovative, engaging offerings
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Consistent availability of products/services across locations
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Relevant program structure and personalised benefits, keeping the customer coming back for more
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Ease of use, quality, and responsiveness of customer service, including satisfactory query resolution
An individual鈥檚 willingness to pay a premium is driven by immediate needs. As today鈥檚 customer evolves, the focal aspects of premiumisation has shifted from functionality to experience. These aspect may as well translate as personalised communication, omnichannel access to services or even responsive customer support.
- 26 per cent of the customers would value DISCOMs offering better services on electricity requirement
- 25 per cent of the customers would value a connection with DISCOMs offering prompt, seamless and effective query resolution
- 25 per cent of the customers would have a higher trust for DISCOMs they have previous experience with and are available at newer locations
- 24 per cent would value DISCOMs more if they offer value-added services and personalised benefits, keeping the customer coming back for more
Our customer experience (CX) insights across sectors
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