E.ON

The Challenge

E.ON’s retail energy business had identified that customer churn levels were higher than expected, signalling that service delivery was not consistently meeting customer needs. While price competitiveness was always a factor in the energy sector, E.ON recognised that service experience played a critical role in retention and loyalty. To reduce churn and strengthen long-term relationships, E.ON needed to uncover the specific pain points within the customer journey and implement targeted, actionable improvements.

The Solution

Skopos deployed a multi-stage research programme combining executive, customer, and market perspectives:

This layered approach provided a 360° view of the customer journey, from on-boarding to servicing, billing, and problem resolution, while also aligning customer needs with internal operational realities.

The Outcome

The findings highlighted a series of critical pain points — the “red alerts” — that had a direct influence on churn. With these insights, E.ON was able to:

As a result, E.ON not only reduced churn but also strengthened customer satisfaction and advocacy, embedding a service-focused culture that supported both customer loyalty and commercial growth.

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