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Customer experience (CX) in utilities is no longer a set of isolated touchpoints—it’s a connected journey with distinct stages where expectations, emotions, and risks shift dramatically.
In this research, we analysed more than 10,000 publicly available customer reviews across Australian utility companies to reconstruct the customer journey as customers actually experience it: from first enquiry, through billing and service interactions, to renewal and account closure.
This report highlights clear opportunities for organisations in the utilities sector to outperform observed industry standards by removing frictions along the journey and delighting customers in the moments that matter most.
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