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

Crawley, UK – May 13, 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


Macro 4, a division of UNICOM Global, develops software solutions that accelerate business transformation. Macro 4’s cross-platform enterprise information management solutions make it easy for companies to go digital, personalize customer communications and unlock the value of their corporate content. Macro 4 solutions for DevOps, 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


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 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 publicly-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:


UNICOM Global - Assets, capital and investment management


UNICOM Systems - IBM Mainframe software products


UNICOM Government (formerly NASDAQ: GTSI) - Government IT solutions


UNICOM Engineering (formerly NASDAQ: NEI) Appliance platform


UNICOM Science and Technology Parks


UNICOM Technology Park – Innovation Labs in Virginia


UNICOM Science and Technology Park – Innovation Labs in New Jersey


UNICOM Capital - Business and Financial Services


USRobotics - Data communications products


Memeo - Enterprise-grade Secure File Sharing for the Cloud


Firetide - Wireless technology solutions for security and transportation


DETEC - Document composition products


SoftLanding Systems - IBM i software products


Macro 4 (formerly LONDON: MAO) - Document Management products


illustro - z/OS and z/VSE software products


iET Solutions - ITSM software products


Eden - Mergers & Acquisitions, Business & Financial Services, and Real Estate


CICS.com - Hardware, Software, Outsourcing and Professional Services

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