Electricity Providers – QLD – 2012 Ratings

Posted by Canstar Blue January 24th 2013

You are viewing the archived 2012 ratings for electricity providers. Go to the current ratings for Queensland electricity providers.

See Our Ratings Methodology.

AGL: The shining light for customer satisfaction in the Sunshine State

Most Satisfied Customers 2012: QLD Electricity ProvidersQueensland respondents to our recent survey were most satisfied with AGL – the company winning the top gong for customer satisfaction in a comparison of some of the state’s top electricity providers.

AGL received five star ratings in five of the seven survey criteria, and also achieved the Most Satisfied Customers – Electricity Providers award in New South Wales.

Both Ergon Energy and Origin were also rated in these results. Ergon Energy was particularly commendable with a five star rating for its information / advice about using electricity efficiently to save money.

Electricity prices were a sore subject for some Queenslanders, with almost three in five reporting an increase in their electricity bill for the last quarter of 2012. In conjunction with this, a substantial 87% of respondents changed their behavior at home to limit electricity usage.

Renewable energy solutions have been a hot topic for years. One in particular – nuclear power – has Queenslanders in disagreement:

  • Two in five respondents do not want to see nuclear energy introduced in Australia, while
  • Three in five believed Australia should consider alternative energy sources like nuclear power, as the cost of electricity continues to rise.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers of Queensland electricity providers within the survey group – in this case, 445 people. To qualify, the customer must have an electricity account and pay the bills.

Brands must receive at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

AGL scored five stars for overall customer satisfaction, finishing on the top of the table. Origin received four stars for overall customer satisfaction, and Ergon Energy followed with two.

Value for money

Getting better value on each quarterly bill has become increasingly important as costs fluctuate across the country. AGL and Origin both received two stars for value for money, while Ergon Energy received one.

Uninterrupted supply

Customers of AGL were the most satisfied when it came to their provider’s supply of energy to consumers. AGL was awarded five stars for this feature; Origin received four, and Ergon Energy finished with three.

Availability of payment plan options

Flexible payment options can be important to households on a tight budget. AGL received five stars for the availability of payment plans they offer; Origin and Ergon Energy were each awarded four stars.

Service (e.g. email, telephone service)

Five stars were awarded to AGL for its customer service, with Origin and Ergon Energy receiving four stars each.

Billing (e.g. billing clarity, accuracy)

AGL received its final five star accolade for billing. Ergon Energy received four stars for this criterion, and Origin was awarded three.

Information/advice about using electricity efficiently to save money

Ergon Energy was awarded five stars for the information and advice provided to customers about using electricity efficiently to save money. AGL and Origin received four stars in this area.