Future of I&C Sales & Marketing: Customer Satisfaction

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • Customer satisfaction (CSat) is crucial despite the price focus of the industry.
  • Within immature markets, significant price differentials exist and drive customer switching.
  • The development of the TPI market ensures further emphasis on the importance of CSat.
  • An effective CSat measure must consider the importance and experiences of buyers across competencies.
  • Satisfaction measures needs to consider customer experiences alongside their expectations.
  • Many buyers require only a threshold of service to be reached.
  • Datamonitor believes that there are 6 key competency groupings.
  • CSat is indicative of wider business performance issues.
  • When satisfaction within competencies is measured, multiple business functions are included in each.
  • An understanding of performance against the breadth of the offer needs to be developed.
  • As utilities expand across borders customer satisfaction performance will be increasingly linked to M&A success.
  • Satisfaction scores in the UK are at least partially a function of M&A activity.
  • Suppliers should consider a range of actions as markets develop.
  • There are a number of important questions that suppliers should take the time to answer
• APPENDIX
  • Further reading
  • Ask the analyst
  • List of Figures
    • Figure 1: Incumbent and entrant pricing behaviour
    • Figure 2: Buyer pricing and service expectations change throughout each stage of market opening.
    • Figure 3: The trilateral relationship between buyer, TPI and supplier has conflicting interests and influences.
    • Figure 4: Customer Satisfaction Matrix
    • Figure 5: Customer Satisfaction Scoring and renewal likelihood
    • Figure 6: Sample Competency Verticals
    • Figure 7: Satisfaction and offer breadth matrix
    • Figure 8: UK I&C Customer Satisfaction, power and gas 2005-06