Egnida CEO Andrew Padmore, Photon Energy’s Jonathan Bates and Carbon Zero Energy MD Gareth Jones discussed what lies in store for installers as the market continues to recalibrate in the wake of December’s feed-in tariff reset, with all three concluding that consumer expectations had risen in recent years.
Jones said that he’d seen a “marked change in attitude” from consumers in recent years as solar PV has become more familiar.
Padmore agreed with his sentiments, stating that people who had already installed solar were to be considered early adopters and “knew what they were doing”.
“With the market now, we have to assume that they know nothing, and that counts for both domestic and commercial.
“We like to work with customers in a way that we call ‘no surprises’. We’ll tell them upfront what their customer journey will look like, so we’ll start here, this’ll happen, that’ll happen, and then we’ll come to here.
“They know what’s going to happen and they can follow it through the process,” he said.
One particular area that all three members of the panel agreed on was that customer service would now be paramount, noting that this could be one area in which installers could differentiate themselves from other energy providers and the Big Six in particular.
“The Big Six are dreadful at customer service as they’ve come from a monopoly background. It’s all about trust and delivering on that promise,” Padmore said.
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