The smart meter roll-out is set to be a game-changer for consumers and how they view and manage their energy use, says Uswitch.com. But now new research shows that people with smart meters aren’t just enjoying more accurate bills – they are happier with their energy supplier too:
92% of consumers with a smart meter are happy to have it in their home – 87% would recommend having one to family and friends
81% of those with a smart meter use the information it provides – 49% use it to cut down on their energy use
People with smart meters feel more confident that their bills are accurate (50%) and are more in control of their energy usage and spend (43%)
Smart meter customers are more satisfied with their supplier’s customer service, billing, online services and the help they offer with energy efficiency – over one in ten (12%) now trust their supplier more too.
Smart meters are the key to changing how consumers use and manage their energy, but can also make them happier with their supplier too, according to new research from Uswitch.com, the independent price comparison and switching service. Consumers with smart meters aren’t just enjoying accurate and up-to-date bills, but are more satisfied with their supplier’s service and even trust them more too.
The findings suggest that worries about how consumers would respond to smart meters are misplaced. Those who already have one installed give the new technology a resounding thumbs-up with 92% saying they are happy to have a smart meter in their home. A further 87% would recommend having one to their family and friends.
Despite concerns that consumers wouldn’t be interested in the information provided by smart meters, the reality is that they welcome it. Over eight in ten (81%) use the information their meter provides – almost half (49%) do so to cut down on their energy usage and to be more efficient. Just over one in ten (13%) use their smart meter to better manage their payments and to make sure they stay out of debt.
Smart meter users also report a change in behaviour. Over half (51%) say they are now more likely to turn things off when not using them, while over four in ten (41%) now know which items cost the most to run. Almost two in ten (18%) use the information to encourage others in their household to be more careful about their energy usage, while 14% have been spurred into installing further energy efficiency devices, such as light bulbs and insulation.
Half of those with smart meters (50%) feel more confident that their bills are accurate, while 47% can better understand their usage. Over four in ten (43%) say that they now have more control over their energy usage and spend, while 38% say they need to contact their supplier less. A third (33%) are less worried about getting into debt.
But, the biggest surprise is in the impact a smart meter has on the relationship between consumers and suppliers. Over one in ten smart meter customers (12%) say that they now trust their supplier more. They are also more satisfied with their supplier in a number of key areas, including customer service. Over seven in ten (72%) are satisfied with their supplier’s customer service, compared to just over six in ten (62%) of those on a traditional ‘dumb’ meter.
And it’s a similar tale elsewhere – 74% of smart meter users are satisfied with their supplier’s billing services (70% for dumb meter users) and 78% are satisfied with their supplier’s online services (72% for dumb meters). However, the biggest difference is in satisfaction with the energy efficiency support provided by suppliers. While four in ten dumb meter customers (40%) are satisfied, this rockets to almost six in ten (59%) smart meter customers.
Ann Robinson, Director of Consumer Policy at Uswitch.com, says: “This is the clearest evidence yet that smart meters will be a game-changer for consumers. Those who have a smart meter aren’t just enjoying accurate bills and greater protection from debt. They are also using their meters to cut their usage, which in turn will help them to cut their bills.
“Having a smart meter also seems to spark greater interest in other energy efficiency measures and this really is to be welcomed given the high cost of energy and the affordability issues we all face today.
“Moving from ‘dumb’ to ‘smart’ will fundamentally change how households view, manage and control their energy use. And, while smart meter users are more satisfied with their supplier, the most telling change is in trust – over one in ten smart meter customers say they now trust their supplier more. This suggests that accurate bills, support with energy efficiency and putting consumers in control will go a long way in rebuilding trust and confidence. Given where the industry is today, that has to be a good thing.”
All findings in notes below are from two tranches of research: one with non-smart meter customers and one with smart meter customers. The non-smart meter customers were questioned as part of a wider survey conducted by YouGov online between 4th and 13th September 2013. A total of 5,057 UK energy customers took part in the survey and the figures were weighted. The non-smart meter sub-sample was 1,433 respondents, nationally representative and all with E.ON and British Gas so that their results can be compared with the smart meter respondents’ results. The smart meter customers were questioned through an independent survey of British Gas and E.ON smart meter customers, weighted to be nationally representative – 812 smart meter users took part.
In response to: ‘How happy or unhappy are you/would you be to have a smart meter in your home?’
In response to: ‘Would you recommend a smart meter to family and friends?’
In response to: ‘What have you actually used the information from your smart meter for?’ 19% said they have not used the information at all.
In response to: ‘A smart meter provides accurate information about how much energy you are using. How do you use/would you use this information?’
In response to: ‘For the following statements, please indicate whether since having a smart meter the statement applies more, the same or less.’
Respondents were asked how satisfied they are with different aspects of their supplier’s service.
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Uswitch is the UK’s top comparison website for home services switching. Launched in September 2000, we help consumers save money on their gas, electricity, broadband, mobile, TV, and financial services products and get more of what matters to them. Last year we saved consumers over £373 million on their energy bills alone.
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