The Australian New Energy Consumer

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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.

2. 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.

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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.
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LiterateAgnostic
No “One Size Fits All”: addressing the diverse needs of
consumers.
Divided Customer Groups
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• 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%)

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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.
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Digitally Oriented Consumers Create
Digital Dividends

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Simplify for Market Agility
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• 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

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Thank You