This week we consider the paradox between consumers in UK and Europe happily bemoaning the poor service they are receiving from their energy suppliers, and the lack of motivation to do anything about it.
The issue is a complex one that involves socio-economics (sadly, one parent families and pensioners are least likely to switch suppliers and save much-needed cash) and psychology. Experts suggest that customers prefer the familiarity of a bad relationship over the unknown quantity of a new one offering better benefits. Sound familiar?
But the inertia is dulling the impact that healthy competition between suppliers has on keeping retail prices down. And diluting the customer's feeling of control over their energy - whether choice of supplier or consumption - that is essential to the successful rollout of smart meters in many countries.
'Make customers care' should be the catchphrase of every energy supplier, whether large or small.
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