Redefining utility business models: a large-scale assessment of the customers’ perspective

摘要

The social dimension of transistioning the German energy economy is multifaceted. Our study has focused on the household customers’ perspective and opinions of their electricity supplier, and presents a novel, practictioner-oriented survey methodology based on discovery of the driving factors of decision making through both open-ended and directed questions. Regionality as a factor of influence in customers’ relationships with their supplier emerges as a major driver in households’ opinions and decision making, as do aspects of acceptance and participation. Results of our second survey provide further insights into possible specific new business models for electricity suppliers from a demand-driven customer perspective. The conclusions drawn from the German market are likely to be transferrable to other international markets where the energy sector is in a similar transition process.