Enhancing Digital Experience for Utilities: What Australian Consumers Want in 2025
A new G Squared report reveals the digital features and strategies that drive satisfaction, loyalty, and advocacy for electricity, gas, and water brands.
Utilities websites are no longer just bill portals—they’re essential self-service hubs where Australians manage accounts, compare options, and seek support in critical moments. Expectations shaped by e-commerce and banking now set the bar for electricity, gas, and water providers.
What’s inside this report:
Customer Priorities:
Intuitive navigation, mobile-first design, actionable insights, and transparent communications.
By the Numbers:
97% visited a utilities website in the last month
67% prefer mobile apps for ongoing management
Only 20% rate current sites as “very transparent”
Pain Points & Opportunities:
Friction in plan comparisons and usage details
Demand for clearer billing explanations and faster outage updates
Desire for personalised insights, push alerts, and simpler logins
Strategic Roadmap:
Quick wins and long-term experience accelerators
Recommendations for navigation, personalisation, transparency, and support
Why Download?
This report synthesises feedback from a diverse panel of Australian consumers, offering actionable insights and a phased roadmap to help utilities brands lift satisfaction, reduce support load, and strengthen retention.
Download today and discover how to transform your digital experience.
About G Squared
G Squared is a leading Australian digital agency helping brands deliver exceptional customer experiences through creativity, technology, and data—now powered by AI. From UX design and web development to performance marketing and digital transformation, we enable businesses to engage, convert, and grow across every touchpoint. Learn more at https://www.gsquared.com.au.
About Sitecore
Sitecore is a global leader in AI-enabled digital experience software. Its next-generation platform, SitecoreAI, helps brands plan, create, personalize, and deliver content across every channel — websites, apps, social, and beyond. By unifying content management, customer data, and personalization into one intelligent system, it makes marketing faster, smarter, and more connected. At its core are agentic tools and studios that let marketers and developers collaborate with AI responsibly and effectively. Trusted by thousands of global brands and supported by one of the world’s largest digital experience communities, Sitecore helps organizations design experiences for the world beyond the website, with the flexibility of customizable SaaS and the scale of a global ecosystem. Discover more at sitecore.com.
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