Clients are becoming promiscuous.

Spanish consumers change providers with
ease. Utilities are the biggest victims.

Clients are not what they used to be... Companies are facing more and more advanced, intelligent, prepared, and demanding clients. They pay attention to price, but that’s not all. They also pay attention to service and quality. These are some of the devastating conclusions of a study undertaken by a company called Servista, a multinational specializing in billing systems. The study was recently published in the journal, Expansion. The sector most affected by the growing phenomenon of churn is without a doubt utilities. All supplies are affected by this worrisome tendency, especially telecommunications, gas, and electricity. More than 50% of people who use these services say they are willing to change providers if they have more advantageous offers. The majority puts telecommunications, services such as telephone and internet (with churn tendencies of 53% and 13.3%, respectively), as most threatened by abandonment.

Towards a “multi-utility” service

Interesting data: when trusting all utility management to a single entity that includes all management and billing, clients overwhelmingly opt for banking, to the detriment of public entities such as the Postal Service, or other highly diversified companies, such as large-scale distribution companies. It’s not surprising that entities such as SCH are already offering this type of multi-utility service, which are bound to expand.