GreenPower renewable electricity – customer experience

GreenPower is a government-managed program that enables individuals and businesses to support renewable energy generation. 

I was engaged by Carl Hollis, GreenPower’s Manager, to work on a six month initiative with the following objectives:

• To understand current customer and electricity provider experiences with GreenPower renewable electricity;
• To generate and explore opportunities for improvements; and
• To develop an implementation roadmap.

Carl describes what was required, “our business needed a fresh look at its customer experience journey through the eyes of the customer and also GreenPower’s accredited retail electricity providers. Iain came highly recommended through a professional colleague and during a period when the team’s time was totally committed to getting its day-to-day work done.”

The work involved:

• An initial expert evaluation of the current experience offered by all electricity providers offering GreenPower renewable electricity.
• Interviews and prototyping of future ideas with customers and providers.
• Working closely with the GreenPower team throughout.

Carl commented:

“Iain’s approach from day one was inclusive and exploratory, and delivered cut-through clarity on what is working well and what isn’t. Iain was entrusted with engaging GreenPower’s providers and customers, and his professional and measured method ensured they accommodated the directions that Iain led.”

By the conclusion of the work I delivered outputs ranging from customer and provider insights, through to detailed assessments of provider websites, best practice guidelines for GreenPower providers and a roadmap of recommended next steps.

“The outcomes from Iain’s work on the customer experience and retailer experience project are directly informing our business changes in 2025 and beyond. I highly recommend Iain and will be using his professional experience in any future customer analysis work.”