Gartner Research

Survey Analysis: How Much Does It Cost to Serve Customers in the Utility Industry?

Published: 20 November 2013

ID: G00254914

Analyst(s): Zarko Sumic


Gartner provides the results of its meter-to-cash and call center survey, including cost to serve, solution providers and outsourcing propensity. As customer requirements go up, and the utility industry invests in new technology to address them, the cost to serve customers increases.

Table Of Contents

Survey Objective

Data Insights

  • Survey Demographics
  • Utilities Report a Significant Increase of AMR and AMI Use Across All Customer Segments
  • AMI Investments Raised the Annual Metering Cost but Reduced the Cost per Meter Read
  • The Utility Billing Cost Continues to Go Up
  • COTS CIS Gained Ground, but In-House-Developed CIS Still Reigns
  • North American Utilities Prefer Not to Deal With the Collections Process Directly
  • Postage Is the Biggest Component of the Bill-Printing and Bill-Mailing Cost
  • EBPP and Credit Cards Are Gaining Popularity as Payment Options
  • Almost Two-Thirds of Calls to Utility Call Centers Are Account- and Bill-Related
  • Outsourcing Remains a Viable Option to Manage Customer Service Provisioning Costs
  • Methodology

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