Consulting to British Gas to help them understand the relationship between their customers and their smart meter product.
Increasing CONSUMER ENGAGEMENT
British Gas were looking to understand how consumer engagement could be increased across their diverse customer base. In order to acheive this over 100 documents from right across the organisation were collated and analysed in order to find commonality and develop ideas. Consumers were segmented and behaviour patterns assigned in order to create a series of customer journies. Not only did the final report provide clarity and a base for discussion, but also a road map for future functionality on their online customer portal.