The new energy consumer in Malaysia_Accenture_2017

1. New Energy Consumer Thriving in the Energy Ecosystem

3. Copyright © 2017 Accenture All rights reserved. 3 Base: All Malaysia respondents, n= 500 Wanted In The Next Five Years 76%65% 74%70% An electric or plug-in electric vehicle that I buy or lease. A program to purchase or lease rooftop solar panels. 88% wants to sell excess power. 86% wants batteries to store electricity produced. An application that enables me to remotely monitor and control elements of my home. A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours.

5. Copyright © 2017 Accenture All rights reserved. 5 The Wider Energy Ecosystem Distributed Energy Resources (DER) Solar panels Electric vehicles Insurance for energy related products and services Financing for energy related products Ability to share energy Maintenance Charging stations at home or in public Base: All Malaysia respondents, n= 500

6. Copyright © 2017 Accenture All rights reserved. 6 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 A rooftop solar panel that I buy or lease A program that credits my bill when my provider makes minor adjustments to my smart thermostat during peak usage hours An application that enables me to remotely monitor and control elements of my home Specialized Providers Best Positioned For Energy-Related Products And Services 16% 18% 13% 24% 43% 44% 32% 28% 10% 8% 16% 19% *Base: All Malaysia respondents that plan to sign up for each product/service

7. Copyright © 2017 Accenture All rights reserved. 77 Energy Providers And Distributed Energy Resources Base: All respondents 56% 53% 51% 51% 50% 49% 49% 47% 47% 46% 46% 44% 41% 38% 36% 32% 30% SG NL MY US CN IE PH CA PT FR IT AU UK DE ES BR JP Average:46%% Trust of utilities/energy providers - by geography Consumers trust their current energy provider to inform them about distributed energy resources products

8. Copyright © 2017 Accenture All rights reserved. 8 75% 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. 75% Partnering For New Value Propositions YES Base: All Malaysia respondents, n= 500

10. Copyright © 2017 Accenture All rights reserved. 10 (% very important + somewhat important) the customer experience is the same whatever channel you use it is easy to complete transactions whatever channel you use it is easy to navigate from one interaction channel to another 97% 96% 94% CONSISTENT EFFORTLESS INTUITIVE Consumers Want Experiences Which Are… Base: All Malaysia respondents, n= 500

11. Copyright © 2017 Accenture All rights reserved. 11 88% 89% of consumers would be more satisfied if their energy provider could personalize their overall customer experience of consumers would use more digital channels if they were provided with a personalized experience across digital channels A Personal And Digital Experience To Engage Consumers 73% 69% 69% 66% A website/app which “knows” my real- time energy usage and automatically signs me up to the best available offer from my provider A customizable digital bill where I can select the usage information to be displayed, bill layout, and frequency of the payment periods A text message or email that provides me regular updates on my real-time energy usage and projected end of month bill The ability to log into an energy provider’s portal via my social media credentials 66%Ability to receive individualized advice and relevant new product and service offers from ANY customer service representative Base: All Malaysia respondents, n= 500

12. Copyright © 2017 Accenture All rights reserved. 12 More interest in connected home service More likely to purchase an electric vehicle in 5 years More Value From Digitally Engaged Consumers 91% 82% 74% 55% More interest in energy trading marketplace More likely to sign up for solar panels in 5 years 89% 79% 78% 61% 77% 70% More likely to sign up for an application to remotely monitor and control home elements Non-digital users Digital users (52% of all respondents) Base: All Malaysia respondents Base: All Malaysia respondents, n= 500

The new energy consumer in Malaysia_Accenture_2017

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The new energy consumer in Malaysia_Accenture_2017

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