By focusing on getting the basics right and eliminating areas of dissatisfaction, energy providers can establish a strong foundation for enhancing the customer relationship. Learn more at www.accenture.com/newenergyconsumer2015.

1. The New Energy
Consumer:
Four Keys to Digital Trust
Copyright © 2015 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture
.

2. 2
Accenture’s New Energy Consumer Research Program
Over six years of comprehensive and continuous research focused on energy consumers,
our results offer actionable insights into the preferences and values shaping the energy
marketplace.
>60,000 consumers
surveyed in 26 countries
Survey of market trends and
priorities for 25 leading
utilities customer executives
In-depth analysis of
technology adoption in
10 major markets
>2,000 small and medium
businesses in 9 countries
Market insights and leading practices
from more than 80 leading energy
providers and over 40 cross-industry
providers
Copyright © 2015 Accenture All rights reserved.

3. It is the confidence placed in an organization to collect, store and use
the digital information of others in a manner that can benefit and
protects those to whom the information pertains.
3Copyright © 2015 Accenture All rights reserved.
How does Accenture define digital trust?

4. 4Copyright © 2015 Accenture All rights reserved.
Security
• Malware/virus protection
• Proactive data
integrity/hacking prevention
• Data permissions and user
identity
• Data encryption standards
• Data access logs and
important storage standards
• Data connections
(VPN, SSL)
• Architecting resiliency
Privacy/Data
control
• Company data policies
• Third-party data sharing
• M2M data sharing
• Regional cultural
expectations
• Government access
Accountability
• Self-governance
• Reactive data
integrity/legal resource
• Global and regional data
standards
• Government requisition
Benefit/Value
• Customer value
• Services in-kind
• Revenue
• Brand value/loyalty
• Customer service
Four Keys for Energy Providers to Build Digital Trust

5. 5Copyright © 2015 Accenture All rights reserved.
Confidence in energy provider to
secure and protect personal data and
information about energy usage
Base: All respondents
Source: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015.
Digital Trust and the New Energy Consumer
Digital trust drives confidence
76%
of digital channel
users
57%
of non-digital
channel users

6. 6Copyright © 2015 Accenture All rights reserved.
Digital trust enables value for the customer
Digital Trust and the New Energy Consumer
40%
of consumers would be interested
in using their social media
credentials to log into their energy
provider’s portal
Base: All respondents
Source: The New Energy Consumer: Architecting for the Future, Accenture 2014.

7. 7Copyright © 2015 Accenture All rights reserved.
Digital trust can impact brand value
Digital Trust and the New Energy Consumer
41%
of consumers believe their digital
experience with their energy
providers is more difficult than with
other types of providers
Base: All respondents
Source: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015.

8. 8Copyright © 2015 Accenture All rights reserved.
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