India CX Report'25: Power and Utility

    The sector is powering a cleaner, smarter future by embracing renewable energy, digital innovation and sustainability

    India CX Report'25: Power & Utility

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    53 per cent of the customers consider the ‘pre-purchase’ stage most impactful in shaping their overall experience with the brand

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    The segment is performing strongly on prioritised experience attributes such as trust, reliable delivery experience, and value for money

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    High performance of the segment across prioritised experience attributes can be mapped to high customer retention with 55 per cent of ambassadors

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    A key attribute driving both ambassadors and hesitants is the ‘trusted brand name’

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    62 per cent of the customers consider the ‘post-purchase’ stage most impactful in shaping their overall experience with the brand

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    The segment is rated higher by customers on post-purchase touchpoints than pre-purchase touchpoints

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    The segment performs poorly in prioritised experience attributes of reliable delivery experience and trust

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    Performance of the segment across prioritised experience attributes can be mapped to low customer retention with 59 per cent hesitants

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    Customers prioritise the ‘Expectation’ pillar, however, their willingness to pay a premium is higher for the ‘Empathy’ pillar

    India CX Report'25: Rooftop solar providers

    Findings across the process of serving on-grid and off-grid solar power solutions to residential customers

    India CX Report'25: Electricity distribution

    Findings across the distribution and sale of electricity to Indian households
    Electricity consumers are rapidly turning into “prosumers” and are exercising their choices. Electricity distribution companies and solar rooftop developers are increasingly focused on customer experience, offering better services, flexibility, and value for money offerings. Maintaining and enhancing this trust will be key to future growth and customer centricity.

    Anish De

    Global Head for Energy Natural Resources & Chemicals (ENRC)

    KPMG International

    Anish De

    Our customer experience (CX) insights across sectors

    Mastering intentional experiences: India CX report' 25

    Benchmark experience from the customer’s viewpoint, to uncover prioritised attributes driving value

    Mastering intentional experiences: India CX report' 25

    Key Contacts

    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    KPMG in India

    Anish De

    Global Head for Energy Natural Resources & Chemicals (ENRC)

    KPMG International

    Vikas Gaba

    Partner, C&O Energy and Infra

    KPMG in India


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