experiencias significativas - chile
TRANSCRIPT
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MEANINGFUL EXPERIENCES.
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Yes, would consider alternative providers (i.e., retailer, phone or cable provider, online site, etc.)
Specialized energy services company
Phone, cable, or internet provider
Consumer electronics company
Online site
Retailer
Home monitoring company
The majority of consumers would consider alternative providers for electricity and energy-related products and services
You may currently, or in the future, have new companies offering you electricity, energy-efficient products (i.e., smart thermostats), and/or related services (i.e., customized information on your electricity consumption) on top of their traditional products and services. Would you consider purchasing electricity, energy-efficient products, and/or related services from the following providers? [Yes %]
Base: All Chile respondents
97%81%
75%73%
58%53%
50%
Q
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Price is the main (but not the only) reason that may make consumers consider alternate providers
Why would you consider purchasing energy, energy-efficient products (i.e., smart thermostats), and/or related services (i.e., customized information on your electricity consumption) from a provider other than your energy provider (e.g., retailer, phone, cable or internet provider, online site, home monitoring company, consumer electronics company etc.)?
59%43%43%
30%26%
23%21%
16%16%
7%Base: All Chile respondents considering purchasing energy, energy-efficient products, and/or related services from alternate providers
QThe provider has lower prices than my energy provider
I can bundle products and services to receive a discount
The provider has better service than my energy provider
The provider has more information and knowledge of these products and services
The provider has a store where I can talk to a representative, see products and discuss services
I have had better customer experiences dealing with this provider than with my energy provider
The provider has a better return or service cancellation policy than my energy provider
I trust the provider more than my energy provider
The provider is a local company
I belong to the provider's loyalty rewards program
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11%
20%
20%
21%
23%
28%
35%
43%
51%
53%
60%
65%Over the telephone with a representative
Over the phone using automated menu options
In person in a store
Online portal-website
In person at your home
Using social media
Paper mail
Mobile application
SMS-text message
Online chat with a representative
Not interacted
Consumer interactions with current energy provider:
Base: All Chile respondents
49%
44%
41%
47%
33%
28%
19%
22%
13%
13%
13%
+16pts
+16pts
+12pts
+4pts
+10pts
+7pts
+9pts
+1pts
+8pts
+7pts
+7pts
2014% interacted
2016
ENGAGEMENT Interactions are increasing across channels
Digital channels
Non-digital channels
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12%
71%
17%
The majority of consumers have not received information from their energy provider on DER products and/or services
Base: All Chile respondents
Have you received information from your energy provider on any distributed energy resource products and/or related services in the past 12 months?
Distributed Energy Resources (i.e., residential power sources) products and related services include: Energy generation products (e.g., solar panels, fuel cells, etc.), Energy storage products (e.g. residential scale batteries), Electric vehicle in-home charging stations, Financing, warranty or maintenance services for distributed energy resource products.
I don’t remember
No
Yes
Q
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INFORMATION is a powerful door opener for DER
Base: All Chile respondents who received information from their energy provider on distributed energy resources products and/or related services in the past 12 months
Did the information you received from your energy provider motivate you to consider distributed energy resource products and related services? Q
Share of respondents answering YES
79%
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6%
13%
8%
14%
17%
17%
24%
35%
51%
56%
62%
60%
67%
62%
59%
36%
36%
24%
23%
16%
14%
Specialized providers are the most trusted sources of information about DER products and services
Base: All Chile respondents
What organizations do you trust to inform you about distributed energy resource products and related services (e.g., solar panels, electric vehicle charging, and maintenance services related to batteries in your home)?
A specialized provider for these particular products and related services
Your current energy provider
A consumer electronics company
An online site
A phone, cable, or internet provider
A home monitoring company
A traditional retailer
Q
Do not trust TrustNeither trust nor distrust
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SG NL MY US CN IE PH CA PT FR IT AU UK DE CL ES BR JP
56%53%
51% 51% 50% 49% 49%47% 47% 46% 46%
44%41%
38%36% 36%
32%30%
Consumers’ trust in their current energy provider to inform them about distributed energy resources products
% DER Trust of utilities/energy providers
Base: All respondents
QWhat organizations do you trust to inform you about distributed energy resource products and related services (e.g., solar panels, electric vehicle charging, and maintenance services related to batteries in your home)?
% Trust of utilities/energy providers- by geography
Average:46%
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Base: All Chile respondents
80% of consumers expect their energy provider to partner with other companies to offer distributed energy resource related packages that enable them to generate and store energy
80%
PARTNERING for new value propositions?
YES
Copyright © 2016 Accenture All rights reserved. 10Copyright © 2016 Accenture All rights reserved. 10Base: All Chile respondents; *All respondents that plan to buy/lease rooftop solar panels
of consumers are planning to sign up for rooftop solar panels (buying or leasing) in the next five years
Your current energy provider A phone, cable, or internet provider
A specialized provider for this particular service
4% 60%
14%
Preferred provider*?
84%
Consumer interest in current energy provider as their solar panel provider is second only to specialized providers
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Opportunity to lower my energy bill
Opportunity to decrease my impact on environment
Opportunity to become energy independent
Improves the reliability of my energy supply
Opportunity to sell excess power to my energy provider or third party
I know someone who is already using solar panels
Improved battery technology is now available to reliably store my energy
Availability of government subsidies
Opportunity to get revenues from my solar panels
Availability of leasing agreements
The opportunity to decrease the energy bill is the main driver of adoption of solar panels, followed by the opportunity to decrease impact on environment and to become energy dependent
Base: All Chile respondents who have bought or leased OR plan to buy or lease solar panels in the next 5 years
66%61%
57%26%
18%18%17%
15%13%
6%
Please rank the top three reasons that motivated you to adopt or would motivate you to adopt solar panels that you buy or lease? Top threeQ
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The up-front investment is too expensive
My current residence does not allow for the installation of solar panels
No one has offered them to me
Solar panels may not generate enough power to meet my daily needs
I am waiting for the price of solar panels to come down further
My current energy provider meets my energy needs and I do not see any reason why I would generate my own
energy
Installation, maintenance, and management is too difficult
I do not currently understand enough about them
Up-front investment, difficulty of installation in the current residence and lack of proactive offering by providers are the main reasons why consumers do not adopt solar panels
Please rank the top three reasons why you decided not to adopt solar panels? Top three
Base: All Chile respondents who do not plan to buy/lease solar panels in the next 5 years
27%
22%
21%
10%
10%
5%
3%
2%
Q
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A specialized provider for this particular service
Your current energy provider
A phone, cable, or internet provider
Batteries to store the electricity I produce**
A specialized provider for this particular service
Your current energy provider
A phone, cable, or internet provider
A program that allows me to sell the excess power I produce*
28%
83%
Batteries to store the electricity I produce
A program that allows me to sell the excess power I produce
73%
4%
SOLAR PANELS ++
Share of respondents that plan to sign up within the next 5 years
16% 4%
Preferred provider?
44% 53%
Base: All Chile respondents owning or planning to buy or lease solar panels in the next 5 years; *Consumers who are planning to sign up for ”A program that allows me to sell the excess power I produce”/ ** Consumers who are planning to sign up for “Batteries to store the electricity I produce”
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56%
A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours
A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I’m away, and allows me to make adjustments from anywhere via my smartphone
An application that enables me to remotely monitor and control elements of my home
An electric or plug-in electric vehicle that I buy or lease
3%*3%*4%* 3%*
78% 76%76%
Base: All Chile respondents, * % have already signed up or purchased
WANTED in the next five years
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18-34 35-54 55 +
29% 34%
54%
37% 29%
27%
22% 26%
14%12% 11% 5%
Series5 Early adopters
Early majority Late majority
One millennial energy consumer out of three will be among the first to adopt the latest products and services
Base: All Chile respondents
34% 37%
19%
Other age groupsNew Energy Millennials
Copyright © 2016 Accenture All rights reserved. 16Base: All Chile respondents
WANTED in the next five years
77%88%
76% 74%77% 78% 83%
69%80% 82% 82%
68%59% 61% 57% 51%
Early adoptersEarly majority
Late majorityLate adopters
56%
A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours
A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I’m away, and allows me to make adjustments from anywhere via my smartphone
An application that enables me to remotely monitor and control elements of my home
An electric or plug-in electric vehicle that I buy or lease
78% 76%76%
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Base: All Chile respondents
WANTED in the next five years
83%84%
76%78%90%69%
81%78%
70%83%75%73%
83%75%
72%79%90%70%
67%71%
51%57%67%45%
I want the lowest cost serviceI prefer to manage my energy consumption on my ownI value convenience
I prefer a simple and consistent experienceI buy new technologiesI want to experiment new technologies
56%
A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours
A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I’m away, and allows me to make adjustments from anywhere via my smartphone
An application that enables me to remotely monitor and control elements of my home
An electric or plug-in electric vehicle that I buy or lease
78% 76%76%
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Your current energy provider
A specialized provider for this particular service
A phone, cable, or internet provider
An electric or plug-in electric vehicle that I buy or lease (n=17)*
A smart thermostat that learns what temperatures I like, automatically adjusts the temperature when I'm away, and allows me to make adjustments from anywhere via my smartphone
(n=14)*
A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours (n=22)*
An application that enables me to remotely monitor and control elements of my home (n=17)*
A payment plan for charging your electric vehicle in public places that is consolidated with an existing bill for your home (n=14)* 47%23% 5%
For each of the following energy-related products and services, please indicate your preferred provider?
Energy providers and specialized providers are the best positioned for energy-related products and services
16%
16%
30%
15%
54%
47%
39%
38%
2%
5%
7%
10%
Base: All Chile respondents that plan to sign up for each product/service*Note: Small base size, results indicative only
Q
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INTERESTin a new all in one bundled value proposition
Base: All Chile respondents
I am interested and willing to pay for it I am interested but not willing to pay for itI am not interested
43%
47%
10%Consumers interested in connected
home and willing to pay for it
43%
67%
45% 45%
33%
Early adopters Early majority Late majorityLate adopters
Connected home
A bundled service including an automated ‘home energy management’ service, plus home monitoring and automated control services, plus connected car services and connected media and entertainment services
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Specialized providers are the preferred choices for connected home services at a premium
Base: All Chile respondents interested and willing to pay to benefit from an integrated connected home service
QWhich providers do you think are the best positioned to offer connected home service? Top three
A specialized provider for this particular service
Your current energy provider
A consumer electronics company
A phone, cable, or internet provider
A home monitoring company
An online site
A traditional retailer
75%
55%
43%
39%
28%
20%
11%