Energy and natural resources

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Customer Experience Excellence Report UK 2024/25

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With energy prices at an all-time high, a cost-of-living crisis and rows over windfall taxes, it is unsurprising that energy companies fail to make our top 100 index. For the average UK family energy costs have roughly doubled over the past two years. For water companies, considerable concern over pollution in rivers and seawater have similarly created consumer concern and negative publicity.

The treatment of vulnerable customers on pre-payment meters by some energy companies also came under the media spotlight as third-party contractors, working on behalf of major suppliers, were found, in some instances, to have shown little care and concern for customers in difficult circumstances.

"Energy price hikes and the cost-of-living crisis have dominated consumer concerns over the past year. In addition, in the water sector, there has also been a backlash against the discharge of raw sewerage into waterways. As a result, no energy or water companies have made the top 100 list this year."

Simon Virley CB, Vice Chair and Head of Energy and Natural Resources for KPMG in the UK

Energy and natural resources

For the first time, there are no energy or water companies in the top 100 list. This reflects the very difficult backdrop of the cost-of-living crisis caused by soaring energy bills as a result of the Russia / Ukraine war.

Read the sector overview

Download the 2023/24 Customer Experience Excellence report

UK consumers want brands to resolve their problems quickly and with little friction however, they also do not want to interact with faceless technology. Read the CEE UK Report 2023/24 to discover how organisations leading in customer experience are striking the right balance between human and machine when anticipating and responding to customer needs.

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Simon Virley

Partner,

UK Head of Energy and Natural Resources

KPMG in the UK

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