This research maps a dramatic shift in the consumer's mindset; demonstrating what consumers really want when receiving utility and field services. It reveals the ‘ICurve’.
The ICurve shows the clear disconnect between those providing the services and those consuming it, as to what is an acceptable service availability level.
This research showcases
The evening ‘sweet spot that can’t be disregarded
The importance of trust
The cost of ignoring the ICurve
71% of respondents cited physical and emotional disturbance around service appointments.