the australian new energy consumer

Copyright © 2014 Accenture. All rights reserved.

The Australian New Energy Consumer NSW Smart Energy Forum - 2014

Copyright © 2014 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

Copyright © 2014 Accenture. All rights reserved.

Accenture’s New Energy Consumer research program

>50,000 consumers

surveyed in 26

countries

>2,000 small and

medium businesses

in 9 countries

Survey of market

trends and priorities

for 25 leading utilities

customer executives

Market insights and leading

practices from more than

80 leading energy

providers and over 40

cross-industry providers

In-depth analysis of

technology adoption

in 10 major markets

Over five years of comprehensive and continuous research focused on energy consumers,

our results offer actionable insights into the preferences and values shaping the energy

marketplace.

Copyright © 2014 Accenture. All rights reserved. 3

Polarising Consumer Expectations

Digitally Oriented Consumers Create Digital Dividends

Simplify for Market Agility

Emerging Consumer Characteristics and Priorities

for Energy Providers

Based on key findings from five years of end-consumer research, Accenture has identified

a number of key characteristics of Australian energy consumers and resulting areas of

focus that can shape how providers address and serve the consumer of the future.

1

2

3


Literate Agnostic

No “One Size Fits All”: addressing the diverse needs of

consumers.

Divided Customer Groups 1

• Over half have not interacted with their

energy provider at all within the past year

• >40% would prefer digital self-service for

6 of 7 primary interactions

• 77% would trade some elements of their

service for lower prices

• 54% will adjust their usage patterns to save

money

• 62% would consider an alternative

provider for tailored products and services

• 46% are willing to pay a premium for

automated energy management solutions

• Consumers who intend to buy solar

energy products want to

– Increase energy independence (56%)

– Reduce environmental impact (37%)


61% non-digital channel users are

satisfied with their energy provider

75% digital channel users are satisfied

with their energy provider

>50%

of respondents prefer low-touch channels

across six of nine primary interaction types.

>52%

are comfortable sharing personal information about

themselves and their family with their energy provider

The case for change

Interaction Opportunities

Anytime, Anywhere !: A seamless, easy and convenient experience.

2

Digitally Oriented Consumers Create

Digital Dividends


Simplify for Market Agility 3

• Drive cost and complexity out of the system

• Make it easier for consumers to engage with utilities

• Reduce barriers to entry

• Help to unleash innovation


Thank You

the australian new energy consumer

Government & Nonprofit