Trust building for collaborative win-win customer solutions in the energy sector: RACE 2030 Insights, Gaps and Opportunities Overview

This Research Theme draws together two crucial and related but inadequately understood elements: 1. Understanding customer aspirations and expectations for the energy sector, and, 2. Measuring and enhancing the level of trust between customers and service providers in the energy sector. The priority activities for this research theme will be informed by the opportunity assessment, including an Industry Reference Group and determined with ongoing partner engagement. Examples of activities that could be undertaken during the theme’s lifetime include:  Rigorous, reflective and iterative processes of engagement with customers and other stakeholders to understand customer preferences, goals and interests.  Measurement and reporting of performance (qualitative and quantitative) relative to these preferences, goals and interests.  Consideration of ongoing surveys of customers to measure levels of trust between energy stakeholders.  Quantitative and qualitative research to understand the key drivers of trust and distrust.  Identification and testing of methods for enhancing trust and best practice models for engaging with consumers.  Monitor outcomes of trust building programs to ensure expected benefits.  Quantify the potential economic value that can be unlocked through trust building in the energy sector.