Understanding issues of customer vulnerability and sector priorities in the utilities market: Take part in our survey to receive a copy of the results

19th September 2017 13:47

Understanding issues of customer vulnerability and sector priorities in the utilities market: Take part in our survey to receive a copy of the results

We are conducting a short survey with utility sector professionals, to understand how issues of customer vulnerability are being tackled.

On Thursday the 21st of September, members of the DJS Research will be at the MRS Utilities Research conference, with tablets at the ready for people to take part.

If you are attending the conference, please come by and say hello – our research team are happy to guide you through the survey.

Alternatively, if you wish to participate and are unable to attend, you can complete the survey by clicking here. 

The purpose of the research is to find out whether those who work for a utilities firm believe that the utilities sector does enough to engage with and help vulnerable customers.

Coinciding with the conference’s theme of identifying and maintaining superior customer satisfaction in the utilities market, the survey aims to give peer led insight into the priorities and perceptions of vulnerability.

Until recently, notions of customer ‘vulnerability’ have tended to be quite narrow in focus, but increasingly companies are understanding that a spectrum of vulnerability exists, and customers can’t simply be placed in boxes.

Following Ali’s panel discussion regarding the engagement with vulnerable customers, the survey aims to better understand how issues of vulnerability are perceived and tackled within utilities businesses.

Commenting on the survey, Research Manager, Matt Prince, said: “We’re really curious to find out whether issues of identifying and understandingcustomer vulnerability are being felt across the entire utilities sector, and whether the challenges related to this are being dealt with effectively, or not?”

Afterwards, DJS Research will publish a short report to survey respondents detailing the findings of the survey. The report will detail how well utilities professionals think they are tackling customer vulnerability. In addition, we’ll also be taking a look at wider sector priorities over the next 10 years.

To access a copy of the report, please be sure to fill in your name and email address details at the end of the survey. 

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© DJS Research 2017