2019 Utility Digital Experience Study - jdpower.com/business - JD Power
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2019 Utility Digital
Experience Study
jdpower.com/business
2019 UTILITY DIGITAL EXPERIENCE STUDY
2019 UTILITY DIGITAL
EXPERIENCE STUDY
Publish Date: February 26, 2019
Every interaction a customer has with their local electric, gas,
and water utility reflects their overall experience. It is critical for
utility companies to provide services that delight customers at
every touch point—from reviewing account information online,
to making a payment on their mobile app, to resolving an issue
through email. Consumer behaviors and expectations are chang-
ing, and companies must be able to provide services when and
Voice of the where their customers want them. Utilities that understand their
digital strengths and weaknesses will be better positioned to
Customer and improve customer satisfaction efficiency by deploying resources
to enhance areas that will have the most impact.
Voice of Expert The Solution
Insights The J.D. Power 2019 Utility Digital Experience StudySM provides
an analysis of customer perceptions of your company’s digital
presence. It explores the correlation between website and mobile
app engagement and user experience. Additionally, it provides an
overall digital proficiency rating assessed by J.D. Power’s strate-
gic partner, Centric Digital.
What’s new in 2019?
The study has been redesigned and expanded to measure the
complete digital experience of utility customers:
• Assisted-Online Digital Channels: In addition to assessing the
usability of websites and mobile apps, the study now provides
detailed and actionable recommendations to improve the
experience with chat, email, text messaging, and social media
channels.
• Index Model: There are five measurement categories—or
factors—included in the index model, which include: Navigation,
Appearance, Range of Services, Clarity of Information, and
Availability of Key Information.
• Expert Evaluation: An expert evaluation of the entire consumer
user experience is conducted by Centric Digital and integrated
with J.D. Power’s Voice of the Customer data to provide a deep
assessment of digital capabilities within the utility industry—as
well as across industries—to provide direct insight on where
and how utilities should invest in digital to improve their
customer experience and long-term value.
jdpower.com/business 2
2019 UTILITY DIGITAL EXPERIENCE STUDY
Benefits
• Understand how customers currently interact with your utility
company
• Determine how well your digital touch points meet—or fail to
meet—customer expectations
• Discover which companies perform highest digitally (and what
they are doing right) within the utility industry and cross-industry
• Identify the areas of your website and mobile app that need
improvement
• Improve ROI by deploying resources to improve areas that will
have the greatest impact on customer satisfaction
Based on data obtained How It Works
Sampling
from the survey, an The 2019 Utility Digital Experience Study is based on evaluations
index is created that from more than 16,500 residential electric, gas, and water utility
customers, with more than 6,400 of these customers providing
quantifies the impact feedback about their online experience using a mobile device
(website and app). The 67 largest U.S. electric, gas, and water
that the factors and the companies are included in the study, which was fielded from
December 2018 through January 2019.
attributes within them
have on customer J.D. Power Index
Based on data obtained from the
satisfaction.
Ease of
survey, an index is created that navigating
quantifies the effect that the tasks
have on customer satisfaction— Appearance
Range of
specifically, the relative weight
of the
services
website/app OVERALL
each task contributes to the overall SATISFACTION
INDEX
satisfaction index. The results of
those calculations are used to
predict overall satisfaction based on Clarity of Availability
of key
a weighted sum of the tasks, which information
information
constitutes the overall index.
Expert Analysis
Centric Digital conducts an evaluation of a utility brand using its
DIMENSIONS™ classification system of digital best practices. The
evaluation targets the consumer digital experience, including self-
service and assisted online digital channels. Centric Digital ranks
the 67 utility brands and calculates an overall score, compared
with top performers. The J.D. Power and Centric Digital teams
work together to develop key drivers of the digital experience that
directly affect customer satisfaction.
jdpower.com/business 3
2019 UTILITY DIGITAL EXPERIENCE STUDY
Satisfaction Drivers
The study is comprised of 12 tasks:
• Set up an online account (if • Update service
applicable)
• Report outages (if
• Log in to account applicable)
• View consumption history • View outages (if
applicable)
• Review account
information • Locate contact information
• Make a payment • Perform account and
profile maintenance
• Research energy-saving
information • Locate gas/water leak
information (if applicable)
KPIs are individual
diagnostic items Industry Best Practices
Key Performance Indicators (KPIs)—or best practices—and
that have the most diagnostics provide in-depth analyses of customer needs and
significant relationship preferences at each service moment of truth by identifying the top
service practices. This information has proven invaluable in helping
with a customer’s companies prioritize strategies that target areas most important to
customers.
overall experience with
KPIs are individual diagnostic items that have the most significant
their utility. relationship with a customer’s overall experience with their utility.
The KPI break point is the specific point at which satisfaction
significantly improves, indicating a best practice.
jdpower.com/business 4
2019 UTILITY DIGITAL EXPERIENCE STUDY
Subscription Details
The 2019 Utility Digital Experience StudySM provides access to
the insights and tools needed to gain a comprehensive, in-depth
understanding of how your utility is performing and to identify key
areas needing improvement.
Study deliverables include:
• Customized executive presentation and in-person discussion that
includes data-driven, actionable recommendations for achieving
strategic goals
• Competitive survey data and industry reports focusing on industry
trends and where utilities need to focus their efforts
• Overall digital proficiency rating for each brand profiled in the
study as well as top performers in other industries based on
DIMENSIONS™, Centric Digital’s classification system of digital best
practices, a rigorous scoring framework for measuring enterprise
digital capability
• DIMENSIONS™ assesses digital performance across experience,
channels, products, platforms, process, and people
• The digital proficiency rating will measure 435 best practices
across the experience, channels, product, and platform layers
jdpower.com/business 52019 UTILITY DIGITAL EXPERIENCE STUDY
ABOUT J.D. POWER
J.D. Power is a global leader in consumer insights, advisory services,
and data and analytics that help clients measure and improve the key
performance metrics that drive growth and profitability. J.D. Power’s
industry benchmarks, robust proprietary data, advanced analytics
capabilities, and reputation for independence and integrity has estab-
lished the company as one of the world’s most well-known and trusted
providers of consumer and market insights for more than a dozen
industries. Established in 1968, J.D. Power is headquartered in Costa
Mesa, California, and has 17 global locations serving North/South
America, Asia Pacific, and Europe. J.D. Power is a portfolio company
of XIO Group, a global alternative investments and private equity firm
headquartered in London.
ABOUT CENTRIC DIGITAL
Centric Digital® provides industry leading solutions to measure
and navigate digital transformation. Powered by proprietary apps
Dimensions™, Scenarios™ and Compass™, Centric Digital has
benchmarked hundreds of brands, designed multi-year transformation
strategies, unlocked and managed $2+b of investment roadmaps.
Centric Digital ranked on Inc 5000 fastest growing companies in
America list for the last 4 years. Centric Digital is headquartered in
New York City, with offices in San Francisco, Chicago & Mendoza.
For more information about J.D. Power products and services,
please contact your J.D. Power account manager:
Enrique Genao: 248-229-4366 or Enrique.Genao@jdpa.com
Tim Fox: 248-680-6480 or Tim.Fox@jdpa.com
Brian Lawrence:at 732-637-3723 or Brian.Lawrence@jdpa.com
Jim Croce: 248-680-6230 or Jim.Croce@jdpa.com
jdpower.com/business 62019 UTILITY DIGITAL EXPERIENCE STUDY
APPENDIX: Profiled Brands
• AEP • KCP&L • Southern California Gas
Company
• Alabama Power • L.A. Dept. of Water & Power
• Southern Company - Gas
• Alliant Energy • LG&E-KU
• Southwest Gas
• Ameren • MDU Resources Group
• Spire
• American Water • MidAmerican Energy
• SRP
• APS • National Fuel Gas
• Suez
• Aqua America • National Grid
• UGI
• Atmos Energy • NIPSCO
• Vectren
• Avangrid • NV Energy
• Washington Gas
• Black Hills Energy • NW Natural
• We Energies
• California Water Service • OG&E
• WEC Energy Group
• CenterPoint Energy • ONE Gas
• Westar Energy
• Columbia Gas • Pacific Gas and Electric
• WSSC
• Con Edison • PacifiCorp
• Xcel Energy
• Consumers Energy • Peoples
• CPS Energy • Piedmont Natural Gas
• Dominion • Portland General Electric
• DTE Energy • PPL Electric Utilities
• Duke Energy • PSE&G
• Emera • PSEG Long Island
• Entergy • Puget Sound Energy
• Eversource Energy • Questar Gas
• Exelon • San Antonio Water System
• Exelon - PHI • San Diego Gas & Electric
• FirstEnergy • SCANA
• FPL • SMUD
• Georgia Power • Southern California Edison
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