How does your app stack up against others in your industry? Read our 2022 Mobile Consumer Engagement Benchmark Report to find out!

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Product Management

Utilities Apps: 2022 Mobile Customer Engagement Benchmarks

Madeleine Doyle  //  May 19, 2022  //  4 min read

The following data and information on Utilities apps is from our 2022 Mobile App Customer Engagement Report.

Brands in the Utilities industry faced various hurdles throughout 2021. Some companies (like those focused on manufacturing) faced issues across the year due to supply chain disruption, while others (like energy and security) were less volatile as the consumer marketplace leveled. Collectively, mobile teams working in Utilities prioritized reaching a larger number of their customers to better understand what improvements they could make to their mobile apps to provide a better, more holistic customer experience.

Below is a short summary of how Utilities apps fared in 2021.

“Mobile has been a huge enabler of these heightened expectations, largely replacing the customer service agent of the past. There shouldn’t be a limit to what types of transactions can be done on your phone,” Tom House, CTO at Noble.

Mobile app engagement benchmark report for utilities apps

Data included:

  • Ratings and reviews
  • Retention
  • Interaction and response rates
  • Surveys
  • Popular phrases
  • Popular phrases with sentiment distribution
  • Consumer sentiment
  • Expressed customer emotion
  • Shifted emotions
  • Expressed consumer sentiment by subcategory
  • Shifted emotions by subcategory
  • Retention rates for Fans and Risks

→DOWNLOAD THE FULL 2022 BENCHMARK REPORT HERE

Summary of Utilities apps in 2021

Engagement benchmarks for interactions and responses in Utilities were impressive, with an average interaction rate of 40% (26% overall) and an average response rate of 96% (91% overall). Mobile teams improved how and where they engaged with their consumers, and their response rates went up as a result. They did it right, and they got the responses they hoped for.

Chart showing data for average interaction and response rates for utilities apps Chart showing data for average mobile survey response rates for utilities apps

Utilities apps made huge gains in mobile customer retention in 2021. 30-day retention was 66% (67% overall), 90-day was 55% (58% overall), and annual was 38% (44% overall). While annual retention is still below the overall average, it’s a 100% increase from their 2020 annual retention of 19%. Retention after Love Dialog (61%) was still lower than the overall average (79%), primarily due to not showing it to more consumers throughout the year. In 2022, mobile teams working in Utilities should show a larger number of consumers the Love Dialog at a regular cadence to understand sentiment and keep improving short and long-term retention.

Charts showing mobile customer retention data for utilities apps Charts showing mobile customer retention data for utilities apps

More consumers loved Utilities apps than didn’t, with an average 73% Love Percent (64% overall). Expressed sentiment in the industry also shifted, with New Fans (35%) and Repeat Fans (32%) outweighing New Risks (14%) and Repeat Risks (8%). Only 11% of consumers shifted their emotions throughout the year, trending slightly toward shifting to Risk at 54% (52% overall). This year, Utilities teams should continue asking for sentiment regularly over a longer period of time to get a better picture of emotional shifts.

Charts showing mobile customer sentiment data for utilities apps

Charts showing shifted emotion percentages for utilities apps Chart showing mobile customer emotion data for utilities apps

Bonus reading and resources

Want to see how the Utilities category compares to the macro trends we identified in our 2022 Mobile Customer Engagement Report? Download your copy here.

Additional visual benchmark data for Utilities apps

Charts and data visualizations showing mobile app ratings and reviews data for utilities appsChart showing app store rating distribution for utilities appsChart showing phrases with sentiment distribution for utilities apps Word cloud showing popular phrases in mobile customer feedback for utilities apps

→DOWNLOAD THE FULL 2022 BENCHMARK REPORT HERE

About Madeleine Doyle

Madeleine Doyle is the Senior Content Marketing Manager for Apptentive. No stranger to B2B tech, Madeleine enjoys translating complex concepts into easy-to-digest pieces of content.
View all posts by Madeleine Doyle >

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Let’s Connect

Sign Up for Our Newsletter

Stay up to date with the latest product management and mobile marketing news.