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Why UK utility customers now expect a better digital experience: Macro 4 at Utility Week Live

Macro 4 will showcase solutions to tackle CX challenges and improve the customer experience

2022.05.13

Crawley, UK – May 10, 2022 – Macro 4, a division of UNICOM Global, will be discussing the results of a new survey, ‘Giving UK Utility Customers A Voice’, when the company exhibits at Utility Week Live at the NEC, Birmingham on 17th – 18th May 2022 (stand D2).

Macro 4’s survey of 1,000 plus UK utility bill payers demonstrated a clear theme running through the results: customers are embracing digital technology and they want suppliers to do the same to improve the customer experience, particularly now they are faced with higher bills. Here are some of the key findings:

Higher energy prices: customers want better service in return
The higher energy price cap is likely to make customers more demanding and less loyal. 58 per cent said they now expect higher levels of service in return for higher bills, and it is those in the 25-44 age bracket who are most the motivated. More of them want higher levels of service and better deals, and are more likely to switch supplier as soon as they can.

Customers prefer digital self-service
Customers are increasingly open to digital interaction, including using self-service technology, a trend that has intensified during the COVID-19 pandemic. 61 per cent have become more used to interacting digitally since the pandemic and 72 per cent want utility companies to provide better online resources so they can find the answers to their questions themselves.

Increased demand for digital bills
With cost of living pressures facing many, it’s not surprising that nearly three quarters (73 per cent) are checking their bills for mistakes. 64 per cent also say it’s more convenient to view their bills online, though nearly one third of respondents do still prefer paper bills.

Paul Lewis, UK Sales Manager at Macro 4, said, “One thing is clear, in the light of the unprecedented events engulfing the sector, utility companies must work hard to stand out from the crowd in the current market. With limited opportunities to compete on price, improving the customer experience will be the primary differentiator and customers will expect suppliers to step up to the mark. Our software solutions help businesses to do this by personalizing customer communications and delivering engaging multi-channel experiences that keep customers coming back for more.”

To find out more visit Macro 4 at stand D2 or download the report ‘Giving UK Utility Customers A Voice’.

About Macro 4 www.macro4.com
Macro 4, a division of UNICOM Global, develops software solutions that accelerate digital transformation. Macro 4's cross-platform enterprise information management solutions make it easy to introduce new digital channels, personalize customer communications and deliver actionable insights from business content. Macro 4 solutions for application lifecycle management, session management and performance optimization are used by many of the world's largest enterprises to modernize their mainframe applications and development processes.

About UNICOM® Global www.unicomglobal.com
UNICOM Global consists of more than fifty (50) corporate entities encompassing a wide range of businesses across all geographic regions. With its corporate headquarters in Los Angeles, California, to offices in Illinois, Kentucky, Florida, Massachusetts, Maryland, Minnesota, New Hampshire, North Carolina, New Jersey, Texas and Virginia, throughout EMEA in the UK, Ireland, Germany, France, Italy, Spain, Denmark, Belgium, Switzerland and the UAE, and across Asia/Pacific region with locations in Japan, China, India, Australia, Korea, Thailand, Taiwan and the Philippines.

UNICOM Global offers deep in-house resources and flexible IT solutions to our partners worldwide. UNICOM Global focuses on acquiring and integrating mature and growing mid-cap NASDAQ, London Stock Exchange AIM and German publicaly-traded companies in technology, financing, IT, real estate, and business services. Please visit our websites for additional information about the services, products and solutions that UNICOM Global offers:

www.unicomglobal.com UNICOM Global - Assets, capital and investment management
www.unicomsi.com UNICOM Systems - IBM Mainframe software products
www.unicomgov.com UNICOM Government (formerly NASDAQ: GTSI) - Government IT solutions
www.unicomengineering.com UNICOM Engineering (formerly NASDAQ: NEI) Appliance platform
www.unicom.org UNICOM Science and Technology Parks
www.unicomtechnologypark.com UNICOM Technology Park – Innovation Labs in Virginia
www.unicomsciencepark.com UNICOM Science and Technology Park – Innovation Labs in New Jersey
www.unicom-capital.com UNICOM Capital - Business and Financial Services
www.usrobotics.com U.S. Robotics - Data communications products
www.memeo.com Memeo - Enterprise-grade Secure File Sharing for the Cloud
www.firetide.com Firetide - Wireless technology solutions for security and transportation
www.detec.com DETEC - Document composition products
www.softlanding.com SoftLanding Systems - IBM i software products
www.macro4.com Macro 4 (formerly LONDON: MAO) - Document Management products
www.illustro.com illustro - z/OS and z/VSE software products
www.iet-solutions.com iET Solutions - ITIL® ITSM software products
www.eden.com Eden - Mergers & Acquisitions, Business & Financial Services, and Real Estate
www.cics.com CICS.com - Hardware, Software, Outsourcing and Professional Services

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Media Contact:
Uday Radia
CloudNine PR
uradia@cloudninepr.com
+44(0)7940 584161

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