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Client case · Essent

Competitor analysis as the basis for a stronger customer journey

Student Consultant analysed competitors' approach and the customer journey for Essent. This led to advice on the online application for solar panels and on quotations, and to a visually developed product concept.

Student Consultant Essent

Situation

Energy supplier in a changing market

Essent is one of the largest energy companies in the Netherlands and part of an international energy group. The company supplies energy to consumers and businesses, with a strong focus on customer experience, sustainability and innovation in a rapidly changing energy market.

Essent asked for advice on the online application for solar panels: where are the points for improvement in that process, and how can quotations be improved in terms of structure, design and content? In addition, there was the question of how the customer journey could be strengthened with a distinctive and tangible product.

How can Essent strengthen the customer journey with a distinctive and tangible product that contributes to brand experience and international positioning?

Approach

From competitor analysis to concrete advice

  1. Analysing competitorsThe approach of various competitors was analysed to establish the best practices in the market. These formed the basis for advice on points for improvement in Essent's online application process for solar panels.
  2. Comparing quotationsIn addition, a comparison of quotations was made. Based on this, advice was given on the structure, design and content of quotations.
  3. Customer journey and conceptsStudent Consultant analysed the customer journey and combined insights from customer feedback and competitor research. Based on this, concepts were developed and visualised that fit the end user's experience, in continuous consultation with the client to ensure speed and quality.

Result

Advice and a developed product concept

  • MarketingResults used to optimise marketing activities around solar panels
  • Product conceptA concrete, visually developed concept that fits customer experience and positioning
  • Customer journeySharper insights into the customer journey and guidance for optimising it further

At a glance

  • MarketingResults used to optimise marketing activities around solar panels
  • Product conceptA concrete, visually developed concept that fits customer experience and positioning
  • Customer journeySharper insights into the customer journey and guidance for optimising it further
Client case
Essent
Published
10 September 2024

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