Energy & utilities

Insight solutions for a rapidly evolving sector

Navigating the future of utilities.

From the growing push towards decarbonisation and sustainable energy sources, to significant investments in renewables, innovation in water recycling and EV charging infrastructure, the utilities sector is in flux.

Consumers expect greater control over their consumption, personalised digital experiences and transparent pricing. The move towards decentralised energy systems and the rise of “prosumers” – individuals who both produce and consume energy – are reshaping the energy landscape.

Whether you’re investing in green technologies, developing smart grids or empowering consumers with innovative solutions, we know how you can stay ahead of the curve. By leveraging agile insight and customer closeness, we enable utilities brands to refine their strategies, optimise customer experiences and build trust.

Why it matters

“In this sector, everything evolves rapidly – from consumer expectations to technological advancements and regulatory changes. Brands require real, ongoing insight into what consumers need, how they use energy, and why they choose one provider over another. The right research helps you make smarter decisions and adapt fast to the changing utilities landscape.”

Rob Wakerell, Associate Insight Director

Rob Wakerell,

Associate Insight Director

How we help you stay on top of emerging needs

Create frictionless customer experiences

Identify customer experience pain points and areas for improvement. Our approaches ensures that you stay ahead of the curve and meet the evolving needs of your customers.

Explore friction in the switching process.
Understand experiences with smart home tech, and identify improvements.
Understand what’s driving positive and negative customer experiences, and deep dive into emerging needs.
Track consumer sentiment and trending topics around energy and utilities.
Identify how to simplify tariffs and pricing.

Develop innovative propositions

Ensure your product strategy aligns with customer needs whilst embracing tech innovations. Develop propositions based on what consumers want now, and in the future.

Get fast, targeted feedback on devices, add-on services and subscriptions.
Explore and refine new tariffs.
Gauge the perceived value of different features to inform bundling and roadmaps.
Co-create new solutions and offerings, with consumers.

Craft comms with impact

Creative that cuts-through. Customer comms that clarify and enlighten, rather than confuse. Our solutions will help you craft comms that make the right impact.

Test messaging, visuals, and content – from initial concept to final deployment across all channels.
Measure engagement, clarity, and emotional response to your creative, ensuring your communications resonate and drive desired behaviours.
Rapidly tailor messaging and creative to shifting customer expectations.

Define strategy with customer-centricity at its heart

Build strategies truly focused on evolving customer needs and co-create future solutions.
Explore public priorities, strengthening your evidence-based advocacy with regulators and policymakers.
Identify and validate strategic partnerships that enhance offerings and address customer needs.

Insight which informs decision making

From tactical research to strategic decision-making, and continuous tracking and customer closeness programmes, we can do it all. Our research is tech-led but human-curated and is designed to drive decision-making for the utilities sector.