Customer Journey Touchpoints: Current benchmark data for energy suppliers in the areas of electricity & gas

Benchmark study: Customer touchpoints of energy suppliers in comparison

This benchmark study by QuestionPro provides energy suppliers in the electricity and gas sectors with valuable benchmark data on different customer touchpoints along the customer journey. For example, the provider's own customer portal, search results, recommendations, test reports, provider invoices and others were taken into account. You will also find valuable insights into NPS and CSAT data as well as the importance of sustainable products when selecting providers in the benchmark study. Also find out which are the top 10 touchpoints that receive the most attention from consumers as well as the top 5 touchpoints that play the most important roles after the purchase is completed and the top 10 touchpoints according to their impact index.

From the content of the benchmark study:

• Customer Journey & Customer Touchpoints: Learnings
• Reach, Impact, Retention, NPS
• Description of the study design
• Overview of all customer touchpoints by category
• satisfaction and sustainability
• Top 10 touchpoints (overall) that are “perceived”.
• Top 10 touchpoints (overall) that are used “for information” and thus have an activating effect
• Top 5 touchpoints (overall) that are perceived “after the deal” (after-sales phase)
• Top 10 touchpoints according to their impact index

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