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Articles

Right the First Time: How European Utilities Improve Customer Loyalty

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By Alessandro Cadei, Olga Muscat, Andrea Beccia, Rosangela Pacifico
| Bain & Company
First, the good news: Customer loyalty scores for Europe’s power utilities have increased over the past five years for incumbents and new competitors alike (see Figure 1). The bad news, at least for incumbents, is that they still trail the new entrants significantly, garnering Net Promoter Scores℠ that are, on average, 10 to 20 points below that of new competitors.
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