McKinsey combines a deep understanding of utility-industry and energy-retail trends with decades of experience in supporting utilities with operational and commercial challenges. Our expertise spans open, liberalizing, and traditional utility markets. We have more than 100 consultants with experience in energy retail, more than 30 knowledge specialists in electric power and gas, and a global network of experts with marketing and sales expertise.
Our proprietary tools include energy-specific benchmarks and field-tested marketing and sales solutions, including the following:
- Annual Journey Pulse Survey. Identifies what matters to customers and how to improve customer satisfaction.
- Energy Retail Customer Experience Benchmarking. A tool that provides utility-specific and cross-industry insights on drivers of customer satisfaction at brand, journey, and touchpoint levels.
- Commercial Capabilities Assessment tool. A proven instrument for assessing a utility’s baseline capabilities and improvement potential through comparison with cross-industry benchmarks.
- EPNG (Electric Power & Natural Gas) B2C Cost Benchmarking. Covers cost to serve, cost to acquire, and major cost items for energy retailers.
We constantly develop new platforms and ventures to meet clients’ growing needs for insights, execution, and transformation. We offer tailored services for energy retailers within our specialist units McKinsey Design, McKinsey Capability Building, and RTS.