Energy consumer outcomes: research

In December 2024, we commissioned Thinks Insights & Strategy to conduct qualitative research to identify what ‘good’ outcomes look like for domestic and non-domestic consumers. This included looking at the energy sector overall and at energy suppliers specifically. This research helped to inform the outcomes that we want suppliers to provide for consumers, which we have been developing with industry, charities and consumer groups. Today, we have launched a call for input on consumer outcomes and how we can potentially embed them in our regulatory framework.

Main points

• Concerns about expensive energy bills framed discussions about consumer outcomes; the perception of ‘unrelenting’ price increases can drive distrust and a sense of frustration. 
• Participants’ hopes for good outcomes centred around 3 main principles: accessibility, responsibility and transparency. 
• Participants reported a need for greater transparency around pricing, so they can make informed choices and get a ‘fair’ price. 
• Participants said they wanted accessible, personalised and empathetic interactions with their energy supplier. 
• Participants were supportive of the transition to net zero, however some raised that it is unclear what they need to do or how it will benefit them. 
• Uninterrupted supply was a stronger priority for non-domestic participants due to the impact on running their business.

Methodology

We conducted qualitative research with 49 domestic energy consumers and 15 businesses, through workshops and in-depth interviews during December and January. Participants from various demographics across Great Britain (England, Scotland and Wales) took part in the research, including those in vulnerable circumstances and with different levels of digital confidence and technology access. Businesses of various sizes and sectors took part.