Our analysis of 1000s of app store reviews shows that UK energy firms need to deliver the brilliant basics: usable, convenient self-service, combined with quick and empathetic customer service. With expectations increasing, customers will jump ship if they encounter one too many frustrations.
Using direct app store review data, this is an objective, user-centred look at 14 UK energy supplier apps. Naturally, reviewers tend to record their thoughts when something has gone wrong, but it's a mixed picture. The synthesised report suggests that a ‘brilliant basics’ push should be the priority for most energy suppliers.
