Utility Market Intelligence (UMI) was formed in 1995 as a research company dedicated to the utility sector. Our purpose was to help energy providers understand and benefit from the change to full retail contestability after deregulation of the industry. The energy marketplace is one of continual change and what we discovered was a need for continual market evaluation as suppliers, retailers and customers adapted to the new market. Throughout the past 19 years we have been providing valuable insights to our clients through many changes in the market; from deregulation, through to mergers and acquisitions and now sustainability, software, the use of intermediaries are becoming major issues for all parties in the large energy market. The information is collected down to a granular diagnostic level enabling specific action to be implemented and measured We use highly sophisticated modelling – but all our analytic approaches are developed out of a deep qualitative understanding of large energy customers and their needs We are able to customise the analytic outputs: such as profiling customers to see what they are looking for, what drives their satisfaction. The primary focus of the UMI Benchmarking study has been on the customer – retailer relationship. However in the last year or so, we have seen a growing need for distributors to monitor their customer satisfaction levels.