British Energy market investigation

Competition in the electric industry has been limited for a long time, but customers are realising they have a choice of providers. But how will utilities react to the change in perception, and can technology help them keep customers?

The British Competition and Markets Authority (CMA) published a report on energy retail and customer perception, and found that customers think they are paying more for energy than necessary. However, the reluctance to switch may have more to do with perception than the actual process.

As the country rolls out smart meters, pricing will be easier to analyse, and customers will understand what they are being billed. But until then, the country also has a problem with perception of correct billing. And energy suppliers — both utilities and retailers — are doing nothing to set themselves apart from anyone else.

> To this free British Energy Market Investigation Report