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

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Apr 19, 2023 289 likes •580 views

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

SLIDE 1

Figure 1 – Household satisfaction with retailer measures

67 64 69 63 51 51 58 54 61 59 66 62

Survey 1 Survey 2 Survey 3 Survey 4 Overall satisfaction Customer Service Billing

Electricity Gas

67 64 69 63 65 62 67 57 68 65 70 62

Survey 1 Survey 2 Survey 3 Survey 4 Overall Satisfaction Customer Service Billing

SLIDE 2

Figure 2 – Overall satisfaction of households with energy services (cont.)

61 65 68 57 67 64 69 63

Survey 1 Survey 2 Survey 3 Survey 4 Business Household

66 69 74 64 68 64 59 53

Survey 1 Survey 2 Survey 3 Survey 4 Vic SA

Business/Household VIC/SA

SLIDE 3

Figure 2 – Overall satisfaction of households with energy services

67 62 71 64 66 61 64 67 66 69

Survey 1 Survey 2 Survey 3 Survey 4 NSW QLD SE QLD

NSW/QLD/SE QLD WA/TAS/ACT

73 67 74 67 64 58 65 59 72 70 73 60

Survey 1 Survey 2 Survey 3 Survey 4 WA TAS ACT

SLIDE 4

Figure 3 – Overall satisfaction of households/businesses with energy services

4 67 64 69 63 28 30 26 32 5 5 5 5 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

Household Business

61 65 68 57 34 32 26 38 5 4 6 5 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 5

Figure 4 – Satisfaction with level of competition

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

SLIDE 6

Figure 5 – Satisfaction of households with level of competition

6 40 41 49 39 39 35 33 39 22 24 19 22 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 7

Figure 6 – N/A

SLIDE 8

Figure 7 – N/A

SLIDE 9

Figure 8 – Household’s value for money of all services

34 (-8) 51 (-5) 62 (0) 69 (-1) 58 (0) 71 (+2) 66 (+3)

Electricity Gas Internet Mobile phone Insurance Banking Water Positive Neutral Negative

SLIDE 10

Figure 9 – Household’s value for money of electricity services

10 46 42 48 34 44 46 39 43 11 12 12 22 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 11

Figure 10 – Household’s value for money of gas services

11 56 56 63 51 36 37 30 33 7 7 7 16 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 12

Figure 11 – Household’s satisfaction with number of electricity

utages

12 63 (-7) 70 (-3) 74 (+2) 71 (-2) 75 (0) 76 65 (-7) 48 (-21) 68 (-3) 73 (-12) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 13

Figure 12 – Household’s satisfaction with duration of electricity

utages

13 63 (-3) 61 (+1) 64 (+4) 63 (+4) 62 (+3) 66 65 (+2) 45 (-11) 68 (+5) 64 (-5) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 14

Figure 13 – Household’s satisfaction with number of electricity

utages

14 75 73 74 70 18 20 18 19 7 7 8 11 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 15

Figure 14 – Household’s satisfaction with duration of electricity

utages

15 64 60 62 61 28 32 30 29 7 8 8 10 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 16

Figure 15 – Household’s confidence in future reliability

16 46 (-4) 36 (-13) 34 (-21) 32 (-16) 41 (-8) 42 46 (-7) 29 (-14) 43 (+2) 34 (-20) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 17

Figure 16 – Household’s confidence in future reliability

17 50 41 45 36 38 44 38 41 12 15 16 24 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 18

Figure 17 – N/A

SLIDE 19

Figure 18 – Household’s confidence in advances in technology

19 43 (-4) 34 (-12) 30 (-21) 34 (-12) 35 (-9) 35 43 (-9) 33 (-10) 33 (-3) 35 (-15) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 20

Figure 19 – Household’s confidence in advances in technology

20 48 46 45 34 42 41 40 44 10 12 15 22 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 21

Figure 20 – Household’s confidence in managing their energy costs

21 54 55 57 57 57 59 53 53 41 47 49 46 45 45 51 52 47 44 43 36 47 42 43 43 44 29 44 42 40 29 38 21 21 20 19 20 30 20 19 11 B H NSW Vic Qld SEQ WA SA Tas ACT Ability Information Tools In the market

SLIDE 22

Figure 21 – Household’s confidence in ability to make choices

22 63 64 69 55 32 30 27 34 5 5 4 11 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 23

Figure 22 – Household’s confidence in availability of enough easily understood information

23 51 50 57 46 39 40 34 38 10 10 9 16 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 24

Figure 23 – Household’s confidence in availability of tools

24 48 48 53 42 41 41 38 43 11 11 9 15 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 25

Figure 24 – Household’s confidence in the market

25 38 (-3) 21 (-9) 21 (-11) 20 (-14) 19 (-9) 20 30 (-6) 20 (-13) 19 (+1) 11 (-11) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 26

Figure 25 – Household’s confidence in the market

26 32 30 33 21 42 43 41 38 26 28 26 41 Survey 1 Survey 2 Survey 3 Survey 4 Positive Neutral Negative

SLIDE 27

Figure 26 – Confidence in ability to have problems resolved

27 53 (-4) 56 (-3) 55 (-8) 56 (-7) 60 (+2) 60 56 (-3) 56 (+2) 55 (0) 45 (-6) B H NSW Vic Qld SEQ WA SA Tas ACT Positive Neutral Negative

SLIDE 28

Figure 27 – Familiarity with Ombudsman services

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