Listening to Users: Making the Energy Saver App Better for You

At Energy Saver App, we believe the best way to improve services is by listening directly to the people who use them. That’s why, when it came to understanding how residents were using the Energy Saver App – and how we could help you save more energy and money – we have undertaken a truly ground-breaking stage of customer feedback.

A Digital Conversation on Our Users’ Terms

Instead of traditional surveys or time-consuming, difficult-to-schedule human interviews, we worked with an innovative company called Langwith Research who have developed a unique method: in-depth conversations conducted on WhatsApp with an AI interviewer.

This approach was designed entirely around the user:

  • Convenience: Participants could engage in the conversation in their own time, fitting it around their busy schedules.
  • Flexibility: They could answer by text or voice note, making it easy to share complex thoughts or simply record a quick response.

This method allowed us to gather rich, honest feedback from a large number of participants quickly and efficiently. What was most surprising was the depth of engagement-some of these “chats” included over 100 back-and-forth messages, showing how comfortable and engaged people were with the AI interviewer.

Commitment to Better Outcomes

This research is central to our ongoing commitment to help residents manage their energy use more effectively. By acting on user feedback, we can refine the app to deliver more personalised savings advice and real-time insights-making it an even more powerful tool for every household.

Mark Sutcliffe, Energy Efficiency Project Manager at Oxfordshire County Council, explained the decision:

“To improve the Energy Saver App, we needed genuine user insight, not just surface-level data. Langwith Research’s AI interview approach provided us with a robust, scalable way to have hundreds of detailed, high-quality conversations. This is allowing us to build a service that is truly shaped by the residents, ensuring we are on the cutting edge of delivering effective energy efficiency support.”

Key Learnings to Improve Your App

The insights we gained will help us refine and improve the Energy Saver App experience:

  • Understanding Energy Anxiety: 61% of participants are worried about their energy bill, with 30% reporting they worry a lot. This confirmed that helping reduce financial anxiety is a core purpose of the app.
  • App Impact & Savings: The app is already making a difference: 65% said the Energy Saver App gave them a better understanding of their home’s energy usage, while 43% said it was helping them worry less and 42% said it was helping them save money (averaging over £100 a year).
  • Solar & Battery Awareness: Over two thirds were aware of the unique solar + battery offer that had been available to some users as part of a government trial, showing strong engagement with advanced efficiency options.
  • Most Requested Improvements: The top requests for enhancing the app included more actionable and personalised tips, more real-time data, and more detailed appliance level insights.
  • Strong Recommendation: Confidence in the app is high, with over 80% saying they would recommend the Energy Saver App to a friend or colleague.

Thank you to everyone who took part. Your commitment is helping us build a smarter, more effective tool for home energy saving.