When energy data is made understandable, customers stay involved
Most energy providers struggle to keep customers engaged between bills. After an app launch, usage usually spikes for a few weeks and then drops once people stop finding a reason to return. When prices rise or usage changes, customers are caught off guard because they haven’t been guided along the way.
The utilities that manage to break this pattern treat engagement as something that happens in small, consistent moments. Instead of sending generic messages or static charts, they use consumption data to explain what has changed and why it matters. Customers get a short note when usage drifts from normal or when tomorrow’s prices are expected to be higher. These interactions make energy feel understandable and actionable rather than abstract.
Over time, customers begin to check in on their own, compare progress, and adjust behaviour without prompting. Support calls fall because people already know what to expect from their bills, and digital teams see a steady rhythm of interaction rather than sharp peaks and drop-offs. Engagement becomes a habit rather than a campaign.
Like many utilities, Jersey Electricity was experiencing a decline in customer engagement. Dedicated to providing their customers with an engaging and educational user experience, they developed myJE, replacing the existing self-service platform. Learn about how Jersey Electricity avoided the common pitfalls and instead created increased engagement, aligning their customer’s Home energy Transition journey with their own goals of becoming carbon neutral.