Retail energy customers want more than commodities from energy service providers

wind and solar growth

A new survey from DNV GL found that customers want more than commodity supply from energy providers, with behind-the-meter generation and energy management strategies in greater demand than ever before. Retail energy providers responding to the survey reported increased customer satisfaction and customer retention, as well as an opportunity to grow their customer base.

The annual U.S. Competitive Energy Sales Strategies Survey explores the interconnected relationships between competitive energy providers, commercial customers and the aggregator, broker, and consulting (ABC) companies who support the industry. The survey also asked the ABC companies to rate retail energy providers based on their overall satisfaction and price competitiveness and found Constellation was ranked first in overall satisfaction and Vistra tops in price competitiveness.

“To be successful, competitive energy providers must be willing to go beyond selling a commodity to provide services that will help their customers thrive in their own industries,” said Richard S. Barnes, president, Energy North America at DNV GL. “This survey reveals that, while reliable energy is important, offerings like behind-the-meter generation and energy efficiency services are crucial in this industry’s transformation to a truly competitive energy marketplace.”

Where services rank?

  • Of the services offered by retail energy providers, 54 percent of commercial and industrial (C&I) respondents identified behind-the-meter solar or wind as one of the top three ways they could meet their energy management goals.
  • The second most important offering for energy management was energy efficiency services, with 36 percent identifying those services as essential to meeting their goals.
  • Data analytics was identified as the third most important offering, with 29 percent of the respondents identifying that as one of their top three needs.
  • In alignment with their customers, brokers and retail energy providers also identified behind-the-meter solar as wind as their most important non-energy product.

“As the leading provider of quality products, services and clean energy solutions, we take great pride in working with customers, consultants and brokers to simplify their complex energy decisions and navigate a rapidly changing energy environment,” said Dan Verbanac, Constellation’s Senior Vice President of Retail. “We’re thrilled to be recognized by the ABC community as we move toward a clean energy future.”

— Solar Builder magazine


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