Price

Customers loved Integral Energy pricing. Origin Energy was voted the next best performer on price, while Ergon and AGL had less satisfied customers.

Customers who commented in the survey noted price as a major source of satisfaction – and dissatisfaction. Electricity costs and recent price rises were high on the agenda for many customers who were less than satisfied with their electricity provider.

Canstar Blue Manager, Rebecca Logan, said pricing was a critical indicator of customer satisfaction.

“In all states surveyed by Canstar Blue (Queensland, NSW, Victoria and SA), the electricity provider who achieved the top ranking for price also scored five stars for overall customer satisfaction,” she said.

Service

In the service category, customers valued friendly, helpful service, efficient complaints handling and prompt service calls. They were upset by slow phone call responses and by door-to-door salespeople who visited after hours or who asked to see copies of previous electricity bills.

Billing

When it came to billing, inaccurate electricity meter readings, and bills that were hard to understand topped the list of customer gripes.

Other customers asked for better information in their bills to help them identify peak usage times, days and weeks so they could adjust their usage and reduce their bills.

Ergon performed strongly in both service and billing in Queensland, topping each category. Evenly ranked Integral Energy and Origin Energy followed, with AGL in final position.

31 Aug 2010.