Electric Ireland is the retail division of ESB, which was established in 1927. We are Ireland’s leading energy provider, supplying electricity, gas and energy services to over 1.3 million households and businesses on the island of Ireland.
Recent years have been challenging for the brand, with the energy crisis resulting in sharp price increases for customers, the introduction of smart meters and new ‘Time of Use’ tariffs, and the arrival of new challenger energy brands to the market. As a result of all of this, the landscape has changed substantially, but the high target KPIs for customer satisfaction and NPS have not.
Aside from all of this, we have a significant challenge ahead for the business to become Net Zero by 2040. This involves empowering customers to do the same and encouraging them to look at energy efficient products for the home (e.g. solar panels).
In this presentation you will learn:
- How we use qualitative and quantitative research to track customer satisfaction and sentiment?
- What impact our insights make?
- What we do to make electricity engaging and exciting for our customers?
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