How many clicks does it take to change electricity supplier?

How many clicks does it take to change electricity supplier?

The churn rate in the utility sector is not to be taken lightly. The annual average of users changing energy and water supplier is between 12 and 15%, and the trend is not declining¹.

But we can't live our lives without electricity, gas and water, and those 12–15% of users will have to switch to a new supplier. But how many clicks does it take to make the change? How easy is the process? And given the current situation: is it possible to complete the whole procedure online? As in every #ClickChallenge, we asked our Crowd of real users and testers to help work this out.

How many clicks does it take to change the electricity supplier online?

How reliable do users consider the websites of utility companies?

How do users evaluate design, usability and information on the website?

Are real users satisfied with the websites?

Real testers from our community answered the questions 

Download the PDF to find out how the 18 utility companies did >>>