Market Research for the Energy & Utilities SectorThe Key to Success
The energy and utilities sector is at the heart of modern life. In an increasingly complex environment characterized by stringent regulations, new competitive challenges and growing consumer expectations, understanding the real needs of customers is essential. Market research for the energy and utilities sector allows companies to obtain strategic insights to anticipate needs, improve operational efficiency and build a relationship of trust with consumers.
These surveys do more than simply collect data: they delve into what customers want from an energy supplier, their perceptions of costs and services, and the factors that drive their loyalty. In parallel, Employee Satisfaction studies analyze the level of motivation, engagement and well-being of staff, highlighting areas for improvement to create a positive working environment, which directly reflects on the quality of customer service.
Through targeted studies, companies can identify fair rates, optimize the customer experience, and strengthen internal collaboration, adapting to changing market trends. In a rapidly changing landscape, success depends on the ability to listen to both consumers and employees and transform these insights into concrete actions to offer solutions that exceed expectations.
CFI Group's Energy & Utilities Investigations
CFI Group’s energy and utilities market research offers a strategic and detailed view of market dynamics, focusing not only on the customer, but also on the well-being of the staff.
A distinctive element of our research is the UCSI – Utility Customer Satisfaction Index, an annual monitoring that measures customer satisfaction trends and its main drivers, such as perception of service, loyalty and cross-selling. This tool allows operators to evaluate their positioning compared to competitors and to identify growth opportunities offered by a constantly evolving sector.
In the energy and utilities sector, Employee Satisfaction is also a strategic element to optimize service quality and customer loyalty. CFI Group uses advanced methodologies to analyze motivation, engagement and perception of corporate support. The goal is to identify the connections between staff well-being and operational performance, providing companies with insights to improve internal efficiency and customer relations.
Through focus groups, interviews and structured surveys, our company collects targeted feedback to analyze customer and employee satisfaction. This data allows us to model the key factors that drive loyalty, productivity and continuous improvement, offering operators concrete tools for strategic decisions in an increasingly regulated and competitive environment.
Our tools
CAPI Investigations
CAWI Investigations
CATI Investigations
Focus group
Lost Customer Analysis
Why CFI Group Market Research is Essential for the Energy & Utilities Industry
Understand customer needs and expectations to improve the quality of services offered
Monitor customer satisfaction over time to ensure consistent and rewarding experiences
Identify cross-selling and loyalty opportunities in the energy market to maximize customer value
Evaluate the brand positioning compared to the main competitors in the sector and identify areas for improvement
Anticipate market trends to successfully face growing competitiveness
Develop effective communication and marketing strategies based on reliable and targeted data
Analyze employee satisfaction to improve engagement and internal motivation
Identify critical areas in human resources management to create a positive and productive work environment
Evaluate the impact of staff satisfaction on service quality and customer perception