Customer Satisfaction and Channel Preference in Australian Utilities

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • Rising levels of customer satisfaction in Australia electricity and gas sector
    • Electricity and gas retailers service rated higher relative to banks and telcos
    • Net improvement in service experienced
    • More switchers find customer service and savings above expectations
    • Highest levels of satisfaction are with staff
    • Key areas for improvement are pricing, supply reliability and green energy availability and cost
  • What prospects for driving customer service online?
    • Use of the internet is high for bill payment
    • Money talks - use of online would increase significantly with higher financial incentives
• CONCLUSIONS
  • Improvements in customer service have been recognised
  • Potential to reduce cost to serve, but significant uptake is unlikely without incentives
• APPENDIX
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Rating of overall customer service from electricity and gas retailers versus other service providers, 2007
    • Table 2: In the last 12 months, has the customer service provided by your electricity/mains gas retailer improved, stayed the same or got worse?
    • Table 3: Customer service improvements have been recognised more in Victoria, South Australia and NSW
    • Table 4: After switching electricity supplier 29% of switchers found customer service provided by new retailer to be above expectations
    • Table 5: Satisfaction ratings highest with staff courtesy
    • Table 6: Satisfaction ratings highest in New South Wales
    • Table 7: If one improvement could be made to your electricity utility' s service offerings, what should it be?
    • Table 8: Australia has one of the highest rates of Internet access in the world
    • Table 9: The telephone is the over-riding preference for communicating with electricity suppliers
    • Table 10: Preference for internet use higher with younger age groups
    • Table 11: Propensity to use the internet for managing electricity or gas contracts
    • Table 12: Why do customers contact their electricity suppliers?
    • Table 13: If you could receive an annual discount on your electricity, would you be happy to receive & pay all bills online, submit meter readings online and only interact with your utility via the web/email?
    • Table 14: Incentives preferred by electricity spend
    • Table 15: Incentives preferred by age group
  • List of Figures
    • Figure 1: Rating of overall customer service from electricity and gas retailers versus other service providers, 2007
    • Figure 2: After switching electricity supplier 29% of switchers found customer service provided by new retailer to be above expectations
    • Figure 3: Satisfaction ratings highest with staff courtesy
    • Figure 4: If one improvement could be made to your electricity utility' s service offerings, what should it be?
    • Figure 5: Australia has one of the highest rates of Internet access in the world
    • Figure 6: 44.5% of respondents always/almost always pay their electricity and gas bills online