Ofgem recently commissioned Ipsos MORI conduct their Consumer First Research Panel. Each wave of the panel will consist of 6 workshops with c.18 panellists at each event, recruited to reflect a cross-section of GB energy customers. The panel will be reconvened again in early March.
This report includes the findings from the first wave of research with the new panel. It was designed to help Ofgem understand the important pieces of information consumers need to help them review their energy options, and how they would prefer this information to be presented. This work builds on findings from previous research, the Lawes report and Ofgem’s own work in designing improved channels of communication.
Overall the panel supported the need for standardised and easily understood language on pricing and energy use information. Many also want to limit the number of tariffs to help them compare prices, and they want to see greater effort by energy suppliers to build relationships with their customers.
The research also found that consumers want to see more done to:
- help customers understand how they can use information (e.g. about their personal energy use) to find the right tariff for them
- ensure that supplier communications are easy to understand for all consumers
- assure customers that potential savings/benefits can be realised by switching to the right tariff for them.
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Technical note
Ofgem’s Consumer First Panel is a deliberative forum made up of energy consumers recruited across England, Scotland and Wales, chosen to be broadly representative of consumers. Workshops with 110 participants were conducted in six locations across Britain between the 24th of October and the 3rd of November 2011.