Facts International Research Director chairs vulnerable customer panel at landmark Utilities Conference
The UK’s water and energy industry is becoming increasingly competitive with utility suppliers continuously trying to identify what is important to their customers, while at the same time striving to deliver what is important: customer satisfaction. The MRS Utilities Research Conference, being held for the very first time in London, will see how utility suppliers are approaching regulators’ recommendations in the current market and how they are driving innovation to better understand their customer base.
Sian Kerr, Research Director at leading market research agency Facts International, will be chairing a panel in the understanding of vulnerable customers in the utility industry. With 15 years’ market research experience, Sian has been exposed to all aspects of the research process and her work with energy companies and customers, such as the B2C Customer Satisfaction Tracker for npower, along with highly sensitive projects for NSPCC & the Foreign & Commonwealth Office has made Sian the perfect chair for this panel.
The panel, consisting of Ali Sims (Research Director, DJS Research), Andy Barker (Head of Qualitative, Populus) and Iain Pilling (Income and Debt Strategy Manager, United Utilities) will take time to discuss the challenges surrounding understanding and engaging with vulnerable customers such as the elderly, disabled and those with learning difficulties, and explain what they have been doing to build rapport and improve services in line with Ofgem and Ofwat strategy recommendations.
For more information about The MRS Utilities Conference, please visit https://www.mrs.org.uk/event/conferences/utilities_research/course/5531/id/13971