What you will discover
- 1What the customer relationship becomes in a sector where the product is invisible, compulsory, and where price does not depend on the supplier.
- 2Billing, adjustment, estimation: why the three most frequent reasons for contact are also the worst experienced.
- 3Connection and moving home: two low-frequency moments with very high memory.
- 4What the energy transition changes in the service contract: self-consumption, demand management, new usages.
- 5Why trust, in this sector, is measured less by satisfaction than by the absence of feeling trapped.
The full study develops each point with sourced data, sector analysis and actionable levers.
Available in French
This study is currently published in French only. An English edition is on its way — subscribe below and you will receive it as soon as it is out.
Contents
On the programme.
01
The thesis
What the sector optimises is not what costs it: the angle of the study and its reading frame.
02
Sources & method
Dated, attributed public sources, explicit scopes, and Onivio analysis kept distinct from the data.
03
The market
The state of the sector and how the breaking point has moved along the customer journey.
04
The signals
The indicators the sector measures separately, and what they say once connected.
05
The journey
From connection to end of contract: where the journey tears.
06
The leaks
Our analysis of the diffuse breaks nobody ever invoices.
07
The levers
What changes when a complaint is treated as a moment of truth.
Full content available after signing up below.
Study coming soon
Study coming soon
Sign up to be notified as soon as it is published. Expected: December 2026
