Market Research RSS Feedshttp://www.djsresearch.co.ukMarket Research RSS FeedsFri, 22 Aug 2025 11:30:19 BST Utilities sector falls short in customer service rankings according to a recent report. Utilities sector falls short in customer service rankings, according to a recent report: A recent study has revealed that the utilities sector is falling behind other key industries when it comes to customer service, despite having the highest number of communication channels available to their customers. The 'Customer Service Report,' by business communications specialist Esendex, analysed the quality of customer service across 15 major UK industries. Using Trustpilot review data, the study created a weighted index score out of 100 for each industry, combining average review scores, response ratings to key words like 'service', 'satisfaction', and 'experience', as well as average wait times and the number of communication channels available to customers. Based on these findings, the utilities sector ranked seventh overall with an index score of 82.7 and an average Trustpilot rating of 4.3 out of 5. Sentiment analysis revealed modest scores: 4.4 for both 'service' and 'satisfaction,' and 4.0 for 'experience.' However, the sector fared slightly better than average in terms of accessibility, with customers waiting an average of 3 minutes and 4 seconds to speak to a human representative, compared to the 5 minutes and 6 seconds averaged across all sectors. Despite sitting just above the overall average index score (of 76.8 out of 100), the utilities industry was found to lag behind the top-performing sectors. Construction and manufacturing ranked first, with an index score of 89.9 out of 100, and achieved high sentiment scores for customer service (4.6), 'satisfaction' (4.4), and 'experience' (4.3). Making up the rest of the top three were HR and recruiting (89.7) and health and medical services (88.0). Furthermore, the report also highlights that despite providing the most communication channels, utilities companies are not seeing this reflected in customer satisfaction levels. It cites another recent survey which found that two in five utility customers reportedly struggled to reach support teams or resolve their issues, suggesting a need for a stronger focus on service quality and issue resolution. Richard Hanscott, CEO of Esendex, said: 'The findings from our 'Customer Service Report' highlight how industries such as utilities are falling behind the expected standard for customer service, and need to prioritise efficiency, clear communication and building positive customer relationships.' http://www.djsresearch.co.uk/blog/article/Utilities-sector-falls-short-in-customer-service-rankings-according-to-a-recent-report-05704 http://www.djsresearch.co.uk/blog/article/Utilities-sector-falls-short-in-customer-service-rankings-according-to-a-recent-report-05704 Fewer people struggling to pay their energy bills, new data reveals http://www.djsresearch.co.uk/blog/article/Fewer-people-struggling-to-pay-their-energy-bills-new-data-reveals-05708 http://www.djsresearch.co.uk/blog/article/Fewer-people-struggling-to-pay-their-energy-bills-new-data-reveals-05708 Water companies struggle to rebuild public trust, according to latest research http://www.djsresearch.co.uk/blog/article/Water-companies-struggle-to-rebuild-public-trust-according-to-latest-research-05697 http://www.djsresearch.co.uk/blog/article/Water-companies-struggle-to-rebuild-public-trust-according-to-latest-research-05697 Traditional energy providers fare poorly on new Which? ‘Best Energy Suppliers 2025’ report http://www.djsresearch.co.uk/blog/article/Traditional-energy-providers-fare-poorly-on-new-Which-Best-Energy-Suppliers-2025-report-05707 http://www.djsresearch.co.uk/blog/article/Traditional-energy-providers-fare-poorly-on-new-Which-Best-Energy-Suppliers-2025-report-05707 81% of UK domestic energy customers are happy with their energy supplier, according to latest research http://www.djsresearch.co.uk/blog/article/81percent-of-UK-domestic-energy-customers-are-happy-with-their-energy-supplier-according-to-latest-research-05694 http://www.djsresearch.co.uk/blog/article/81percent-of-UK-domestic-energy-customers-are-happy-with-their-energy-supplier-according-to-latest-research-05694 Recent research highlights the top and bottom energy suppliers in 2025, as voted for by customers in the UK Recent research highlights the top and bottom energy suppliers in 2025, as voted for by customers in the UK: A recent survey has revealed the top UK energy providers based on detailed customer feedback and reveals their overall satisfaction across a range of suppliers. http://www.djsresearch.co.uk/blog/article/Recent-research-highlights-the-top-and-bottom-energy-suppliers-in-2025-as-voted-for-by-customers-in-the-UK-05680 http://www.djsresearch.co.uk/blog/article/Recent-research-highlights-the-top-and-bottom-energy-suppliers-in-2025-as-voted-for-by-customers-in-the-UK-05680 A new study reveals one in three employees wastes more energy at work despite adopting energy-saving measures at home A new study reveals one in three employees wastes more energy at work despite adopting energy-saving measures at home: A recent survey has revealed that over a third (35%) of employees are far less conscientious about saving energy at work than at home andalmost three-quarters (73%) are unaware of their employer's energy expenditure. http://www.djsresearch.co.uk/blog/article/A-new-study-reveals-one-in-three-employees-wastes-more-energy-at-work-despite-adopting-energy-saving-measures-at-home-05674 http://www.djsresearch.co.uk/blog/article/A-new-study-reveals-one-in-three-employees-wastes-more-energy-at-work-despite-adopting-energy-saving-measures-at-home-05674 Water bills are a top concern for many CCW customers across England and Wales, survey finds Changes to water bills the most common concern among CCW customers: A CCW (Consumer Council for Water) survey found that changes to water bills are the most common unprompted concern among customers across England and Wales, with 38% of respondents citing it as their top-of-mind issue. Water quality was the next most common concern, with 23% of respondents identifying it as their main thought regarding water in England and Wales. http://www.djsresearch.co.uk/blog/article/Water-bills-are-a-top-concern-for-many-CCW-customers-across-England-and-Wales-survey-finds-05673 http://www.djsresearch.co.uk/blog/article/Water-bills-are-a-top-concern-for-many-CCW-customers-across-England-and-Wales-survey-finds-05673 Over a third of large businesses in England are unaware of who their water retailer is, DJS Research and CCW find Over a third of large businesses in England are unaware of their water retailer: A survey by Consumer Council for Water (CCW) has revealed that 34% of businesses in England with over 250 staff, are unaware of who their water retailer is. Similarly, 33% of small businesses with 10 or fewer employees are unaware of their retailer. However, English businesses have become more aware of what the water retail market is, with 57% of businesses being aware in 2024 - compared to 43% in 2018. http://www.djsresearch.co.uk/blog/article/Over-a-third-of-large-businesses-in-England-are-unaware-of-who-their-water-retailer-is-DJS-Research-and-CCW-find-05672 http://www.djsresearch.co.uk/blog/article/Over-a-third-of-large-businesses-in-England-are-unaware-of-who-their-water-retailer-is-DJS-Research-and-CCW-find-05672 Ofwat asserts water companies must improve their performance after recent research identifies they’ve fallen short on targets Water sector regulator Ofwat is calling on water companies to improve their performance following the results of their annual report: Ofwat's annual Water Company Performance Report revealed that record investment alone in the next five-year period will not deliver the sustained improvements to services and the environment needed to rebuild public trust ' indicating that significant improvements are still needed from English and Welsh water and wastewater companies. http://www.djsresearch.co.uk/blog/article/Ofwat-asserts-water-companies-must-improve-their-performance-after-recent-research-identifies-theyve-fallen-short-on-targets-05641 http://www.djsresearch.co.uk/blog/article/Ofwat-asserts-water-companies-must-improve-their-performance-after-recent-research-identifies-theyve-fallen-short-on-targets-05641 Just under half UK businesses worried their business will not survive due to spiralling energy costs, finds survey Just under half UK businesses worried their business will not survive due to spiralling energy costs: A survey has revealed the plight of UK businesses trying to survive amid spiralling energy costs, with just under half (45%) of the business owners and senior decision makers polled saying they are worried that their business may not be able weather the storm. The survey by financial comparison site, NerdWallet polled 500 businesses, also revealing that a quarter of companies have had to make redundancies due to rising energy costs, with a a further 28% reporting that they have stopped employees sharing their devices in the workpace in a bid to conserve energy. In response to spriarling energy costs in 2022, 43% of respondents said they had increased their prices, with a further 8% planning to do so in the coming weeks and months. Respondents were asked about the measures they were taking as a buisness to reduce energy usuage and cut down on bills, with 68% saying they have changed to a hybrid working structure, and a third (32%) revealing they have fully moved to remote working. For respondents who revealed they have been unable to make up losses by increasing their prices, many have had to make further cuts elsewhere. More than two in five (43%) said they have cut budgets for staff training, while 38% said they have put a freeze on hiring new employees. Just over a third said they have tried to balance the books by downsizing their office. Connor Campbell, NerdWallet's business finance expert, said: 'When we conducted this survey, we perhaps expected to see some level of hardship reflected in the results. However, the amount of scaling back and budget cuts laid bare in this survey highlights just how much UK businesses are struggling to get to grips with the energy crisis." http://www.djsresearch.co.uk/blog/article/Just-under-half-UK-businesses-worried-their-business-will-not-survive-due-to-spiralling-energy-costs-finds-survey-05269 http://www.djsresearch.co.uk/blog/article/Just-under-half-UK-businesses-worried-their-business-will-not-survive-due-to-spiralling-energy-costs-finds-survey-05269 Two in five UK companies are concerned about the impact climate change may have on their business, finds survey Two in five UK companies are concerned about the impact climate change may have on their business: A survey has revealed that 39% of UK companies are 'very' or 'somewhat' concerned about the impact climate change may have on their business. http://www.djsresearch.co.uk/blog/article/Two-in-five-UK-companies-are-concerned-about-the-impact-climate-change-may-have-on-their-business-finds-survey-05289 http://www.djsresearch.co.uk/blog/article/Two-in-five-UK-companies-are-concerned-about-the-impact-climate-change-may-have-on-their-business-finds-survey-05289 Energy Security found to be 'most exciting' area of smart utility development, according to poll Energy Security found to be 'most exciting' area of smart utility development: A survey of senior professionals at utilities companies in the U.S. has revealed that energy security was found to be the 'most exciting' area of smart utility developments in the next 12 months. It ranked top with almost eight in 10 respondents citing it as the most exciting area (79%), followed by the 'development of smart buildings and infrastructure (75%) and weather and climate management systems (73%). http://www.djsresearch.co.uk/blog/article/Energy-Security-found-to-be-most-exciting-area-of-smart-utility-development-according-to-poll-05311 http://www.djsresearch.co.uk/blog/article/Energy-Security-found-to-be-most-exciting-area-of-smart-utility-development-according-to-poll-05311 Overall satisfaction for both water and sewerage services falls significantly in 2022, finds survey Overall satisfaction for both water and sewerage services falls significantly in 2022: A survey of businesses in England and Wales has found that satisfaction has fallen overall for both water and sewerage services in 2022, compared to the previous survey (2020/21). The survey also questioned businesses about their overall satisfaction with retailer services, which was revealed to have remained 'stable'. http://www.djsresearch.co.uk/blog/article/Overall-satisfaction-for-both-water-and-sewerage-services-falls-significantly-in-2022-finds-survey-05322 http://www.djsresearch.co.uk/blog/article/Overall-satisfaction-for-both-water-and-sewerage-services-falls-significantly-in-2022-finds-survey-05322 'Contributing to society' is top answer given by renewables employees when asked what has most impact on job satisfaction, finds survey 'Contributing to society' is top answer given by renewables employees when asked what has most impact on job satisfaction: A survey of energy professionals across five industry sub-sectors (oil and gas, renewables, power, nuclear and petrochemicals) has revealed that 49% of renewables employees believe that feeling that they are contributing to society has the most impact on their job satisfaction ' although this was most true for younger respondents (aged 35 and under). http://www.djsresearch.co.uk/blog/article/Contributing-to-society-is-top-answer-given-by-renewables-employees-when-asked-what-has-most-impact-on-job-satisfaction-finds-survey-05345 http://www.djsresearch.co.uk/blog/article/Contributing-to-society-is-top-answer-given-by-renewables-employees-when-asked-what-has-most-impact-on-job-satisfaction-finds-survey-05345 72% of business leaders want to advance sustainability initiatives but don't know how, finds survey 72% of business leaders want to advance sustainability initiatives but don't know how: A survey of top-level businesses leaders has revealed that 72% would like to advance their organisation's sustainability initiatives but do not know how best to go about it. This was an increase of seven percentage points since last year when 65% of survey participants said the same. http://www.djsresearch.co.uk/blog/article/72percent-of-business-leaders-want-to-advance-sustainability-initiatives-but-dont-know-how-finds-survey-05346 http://www.djsresearch.co.uk/blog/article/72percent-of-business-leaders-want-to-advance-sustainability-initiatives-but-dont-know-how-finds-survey-05346 85% of market experts believe effective government policy has the greatest potential to accelerate energy transition 85% of market experts believe effective government policy has the greatest potential to accelerate energy transition: A survey has revealed that 85% of energy sector experts and industry leaders from around the globe believe that effective government policy has the greatest potential to accelerate energy transition. http://www.djsresearch.co.uk/blog/article/85percent-of-market-experts-believe-effective-government-policy-has-the-greatest-potential-to-accelerate-energy-transition-05412 http://www.djsresearch.co.uk/blog/article/85percent-of-market-experts-believe-effective-government-policy-has-the-greatest-potential-to-accelerate-energy-transition-05412 Survey reveals customer misconceptions of energy efficient home upgrades Survey reveals common customer misconceptions of energy efficient home upgrades: A survey of homeowners has revealed that many overestimate how much energy efficient upgrades would cost to install or fit. http://www.djsresearch.co.uk/blog/article/Survey-reveals-customer-misconceptions-of-energy-efficient-home-upgrades-05414 http://www.djsresearch.co.uk/blog/article/Survey-reveals-customer-misconceptions-of-energy-efficient-home-upgrades-05414 Just one water company in England has maintained its 4-star rating in the latest EPA report Just one water company in England has maintained its 4-star rating in the latest EPA report: An annual report by the Environment Agency looking at the environmental performance of water and sewerage companies in England has revealed that just one company, Severn Trent Water, has maintained its 4-star rating. http://www.djsresearch.co.uk/blog/article/Just-one-water-company-in-England-has-maintained-its-4-star-rating-in-the-latest-EPA-report-05451 http://www.djsresearch.co.uk/blog/article/Just-one-water-company-in-England-has-maintained-its-4-star-rating-in-the-latest-EPA-report-05451 Utilities industries are experiencing the worst falls in annual leave being taken, finds survey Utilities industries are experiencing the worst falls in annual leave being taken: A study into annual leave being taken by employees across the UK has found that the total number of leave days being taken by employees has fallen in the last two years, with utilities industries being particularly affected. http://www.djsresearch.co.uk/blog/article/Utilities-industries-are-experiencing-the-worst-falls-in-annual-leave-being-taken-finds-survey-05458 http://www.djsresearch.co.uk/blog/article/Utilities-industries-are-experiencing-the-worst-falls-in-annual-leave-being-taken-finds-survey-05458