Figure 1 Household satisfaction with retailer measures Gas - PowerPoint PPT Presentation

Figure 1 – Household satisfaction with retailer measures Gas Electricity 70 68 65 69 69 63 67 67 64 64 62 63 66 62 67 65 61 62 59 58 54 57 51 51 Survey 1 Survey 2 Survey 3 Survey 4 Survey 1 Survey 2 Survey 3 Survey 4 Overall Satisfaction Customer Service Billing Overall satisfaction Customer Service Billing 1

Figure 2 – Overall satisfaction of households with energy services (cont.) Business/Household VIC/SA 74 69 69 68 67 65 64 63 68 66 64 64 61 53 59 57 Survey 1 Survey 2 Survey 3 Survey 4 Survey 1 Survey 2 Survey 3 Survey 4 Business Household Vic SA 2

Figure 2 – Overall satisfaction of households with energy services NSW/QLD/SE QLD WA/TAS/ACT 74 73 71 70 69 73 72 66 67 67 67 67 62 60 66 64 64 65 61 64 59 58 Survey 1 Survey 2 Survey 3 Survey 4 Survey 1 Survey 2 Survey 3 Survey 4 NSW QLD SE QLD WA TAS ACT 3

Figure 3 – Overall satisfaction of households/businesses with energy services Survey 4 63 32 5 Survey 3 69 26 5 Household Survey 2 64 30 5 Survey 1 67 28 5 Positive Neutral Negative Survey 4 57 38 5 Survey 3 68 26 6 Business Survey 2 65 32 4 Survey 1 61 34 5 Positive Neutral Negative 4

Figure 4 – Satisfaction with level of competition 50 (-6) 41 40 39 39 (-8) (-9) (-2) 39 (-9) 33 33 (-1) (+5) 17 (-11) 11 (-4) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 5

Figure 5 – Satisfaction of households with level of competition Survey 4 39 39 22 Survey 3 49 33 19 Survey 2 41 35 24 Survey 1 40 39 22 Positive Neutral Negative 6

Figure 6 – N/A 7

Figure 7 – N/A 8

Figure 8 – Household’s value for money of all services 71 69 (+2) 66 (-1) 62 (+3) 58 (0) (0) 51 (-5) 34 (-8) Electricity Gas Internet Mobile phone Insurance Banking Water Positive Neutral Negative 9

Figure 9 – Household’s value for money of electricity services Survey 4 34 43 22 Survey 3 48 39 12 Survey 2 42 46 12 Survey 1 46 44 11 Positive Neutral Negative 10

Figure 10 – Household’s value for money of gas services Survey 4 51 33 16 Survey 3 63 30 7 Survey 2 56 37 7 Survey 1 56 36 7 Positive Neutral Negative 11

Figure 11 – Household’s satisfaction with number of electricity outages 75 74 73 71 76 (0) 70 (+2) (-12) 68 (-2) (-3) 65 63 (-3) (-7) (-7) 48 (-21) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 12

Figure 12 – Household’s satisfaction with duration of electricity outages 68 65 64 64 63 63 (+5) 62 66 61 (+2) (-5) (+4) (-3) (+4) (+3) (+1) 45 (-11) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 13

Figure 13 – Household’s satisfaction with number of electricity outages Survey 4 70 19 11 Survey 3 74 18 8 Survey 2 73 20 7 Survey 1 75 18 7 Positive Neutral Negative 14

Figure 14 – Household’s satisfaction with duration of electricity outages Survey 4 61 29 10 Survey 3 62 30 8 Survey 2 60 32 8 Survey 1 64 28 7 Positive Neutral Negative 15

Figure 15 – Household’s confidence in future reliability 46 46 43 (-4) (-7) 41 (+2) 42 (-8) 36 34 34 32 (-13) (-21) 29 (-20) (-16) (-14) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 16

Figure 16 – Household’s confidence in future reliability Survey 4 36 41 24 Survey 3 45 38 16 Survey 2 41 44 15 Survey 1 50 38 12 Positive Neutral Negative 17

Figure 17 – N/A 18

Figure 18 – Household’s confidence in advances in technology 43 43 (-4) (-9) 35 35 34 34 33 33 (-9) 35 (-15) 30 (-12) (-12) (-10) (-3) (-21) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 19

Figure 19 – Household’s confidence in advances in technology Survey 4 34 44 22 Survey 3 45 40 15 Survey 2 46 41 12 Survey 1 48 42 10 Positive Neutral Negative 20

Figure 20 – Household’s confidence in managing their energy costs 59 57 57 57 55 54 53 53 52 51 49 47 47 47 46 45 45 44 44 44 43 43 43 42 42 41 40 38 36 30 29 29 21 21 20 20 20 19 19 11 B H NSW Vic Qld SEQ WA SA Tas ACT Ability Information Tools In the market 21

Figure 21 – Household’s confidence in ability to make choices Survey 4 55 34 11 Survey 3 69 27 4 Survey 2 64 30 5 Survey 1 63 32 5 Positive Neutral Negative 22

Figure 22 – Household’s confidence in availability of enough easily understood information Survey 4 46 38 16 Survey 3 57 34 9 Survey 2 50 40 10 Survey 1 51 39 10 Positive Neutral Negative 23

Figure 23 – Household’s confidence in availability of tools Survey 4 42 43 15 Survey 3 53 38 9 Survey 2 48 41 11 Survey 1 48 41 11 Positive Neutral Negative 24

Figure 24 – Household’s confidence in the market 38 (-3) 30 (-6) 21 21 20 20 19 19 (-9) (-11) (-14) 20 (-13) (-9) (+1) 11 (-11) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 25

Figure 25 – Household’s confidence in the market Survey 4 21 38 41 Survey 3 33 41 26 Survey 2 30 43 28 Survey 1 32 42 26 Positive Neutral Negative 26

Figure 26 – Confidence in ability to have problems resolved 60 56 56 56 56 (+2) 60 55 55 53 (-3) (-7) (-3) (+2) (-8) (0) (-4) 45 (-6) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative 27

Figure 27 – Familiarity with Ombudsman services Business 5 23 39 32 Households 3 33 35 29 NSW 3 36 34 27 VIC 3 24 34 39 SE QLD 2 34 40 24 QLD 3 37 37 23 WA 34 40 24 2 SA 5 41 35 20 TAS 3 26 37 33 ACT 25 3 34 39 Don't know Not at all familiar Not very familiar Familiar/Very familiar 28