73% of UK energy and water customers unsure if their utility bills are accurate

The findings come courtesy of two surveys commissioned by Mango 4, a software company that helps enterprises accelerate digital transformation. Opinions were gauged across utility challenges, including rising prices, digital interaction and the environment.

The research, which polled over 1000 domestic utility bill payers about their attitudes to UK water and energy suppliers, suggests 73% have doubts about the accuracy of their bills. Additionally, 60% prefer self-service rather than interacting with a live agent and 37% would pay a little more on their utility bills to protect the environment.

The survey comes in response to February’s new higher energy price cap announcement. 80% of respondents said they are very concerned about rising energy bills on their household finances. Around half plan to take advantage of better deals and switch suppliers.

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The report elaborates upon four key findings:

62% said they regularly check their energy and water bills for mistakes, which rose to 73% post energy price increase.

Implied here is that customers have growing doubts about billing accuracy. 42% of energy customers and a third of water customers said their supplier could improve their service ensuring bill accuracy. 31% of energy customers and 26% of water customers want providers to make their bills easier to understand.

• Self-service and digital interaction

61% of utility bill payers say they have become more used to interacting digitally since the pandemic. 72% desire online resources to enhance self-service and streamline access to information and resources. 60% would prefer not to call customer services at all if they can solve issues themselves.

In view of this, it is suggested that utilities should extend self-service to include easy online access to a broader range of customer data and documents. Such access to bills, correspondence and contracts alongside tool to help customers analyse their usage would go a long way to enabling them to interact in a more connected way across digital channels. 

• New energy price cap makes customers more inclined to switch supplier

The higher energy price cap announcement is likely to make customers more demanding and less loyal. 58% expect higher levels of service in return for higher bills. 63% will be more inclined to search for better deals with different providers. 51% intend to move to another supplier as soon as a better deal is available. 80% said they are very concerned about the impact higher bills will have on their household finances.

• Environmental and social responsibility

Numerous customers stated an increased awareness and concern with environmental issues. 70% said it is important that their energy or water provider help protect the environment and reduce its carbon footprint. Over a third (37%) are willing to pay a little more for suppliers to invest in becoming more environmentally friendly. This jumps to 57% among the 18-24 age group.

90% say it’s important that their providers support those who find it hard to pay their bills. 22% want their energy supplier to provide financial support with paying their bills and 19% say they want their water supplier to do the same. 

The full results are published in a new report, ‘Giving UK Utility Customers A Voice’.