UK utilities providers have been operating amid the rising cost of living, environmental issues, and regulatory pressures. The sector has also faced media scrutiny due to achieving record profits despite the hardships faced by many customers, some notable environmental failures, as well as service disruptions impacting customers across the UK.
This has all contributed to a relative decline in customer satisfaction in this year’s report, with just one energy provider making it into the UK’s top 100. Despite this, utilities companies are determined to improve their customer service, and many are actively engaging AI to accelerate change. For many providers, chatbots and AI-driven virtual assistants are handling routine customer queries at pace, while social media and messaging platforms are being offered to customers as alternative pathways for communication and support.
Energy and natural resources
Consumers are demanding more than ever from their utilities providers, from value to reliability to fast resolution of issues. However, with just one energy company in this year’s top 100, there is work to be done.
Download the 2024/25 Customer Experience Excellence report
This year marks the 15th anniversary of our Customer Experience Excellence (CEE) research in the UK. Building on last year's study, “Say hello to your new AI colleague”, this report examines the transformative role of digital and AI technologies in reshaping customer experience. Explore how these technologies can be designed to connect emotionally with customers, build trust, and create a new era of cost-effective, AI-enabled CX.
