UK consumers are wary of how safe new smart meters are, with many concerned that the increased data on offer to suppliers is the main reason for the move, according to a software testing company.
A study of UK consumers by YouGov, shows that there is worry among consumers (30 per cent) that the new smart meter technology set to enter all homes by 2020 is at risk of hacking and cybercrime. Over a third (37 per cent) are convinced that smart metering will benefit energy suppliers the most from the installation of smart meters in UK homes; with 28 per cent saying it will be the consumer. With 56 per cent agreeing that the draw of extra customer data is the real reason for the change.
Just over a quarter (27 per cent) consumers think that their energy supplier’s track record of inaccurate billing, poor customer service and delays in problem fixing don’t augur well for success with smart meter implementation. Some 41 per cent of respondent’s agree new suppliers who are eager to prove themselves and are not held back by old technologies could provide a better service.
Half (52 per cent) would welcome services, tariffs and offers that reflect how they actually use energy as well as improved, personalised customer support (22 per cent). Angus Panton, Director of Power and Communications at SQS, says: “The smart meter roll out is a wake-up call for established energy providers. Our study shows that consumers want targeted, value-added services and greater control over their energy use, but don’t always trust their existing provider to deliver. There is widespread cynicism about the viability of big IT projects and 62 per cent doubt smart metering will happen in the shifting timeframes. Despite the cynicism, there is an overall customer desire for the advantages and benefits smart meters will deliver.
“The new smart world will generate large volumes of data and for established suppliers it is vital they have the high performing, integrated infrastructure in place to capture, secure and make the most of the real-time data they generate, all day, every day. Now is the time to test everything, and then test it again – or to turn to the experts who can test it for you. There won’t be a second chance to get this right.”
