Price

Customers told Canstar Blue’s professional market researchers, Colmar Brunton, that price really mattered when it came to customer satisfaction.

TRUenergy pricing was the most favoured, followed by second-placed Origin Energy and AGL in third place.

Those who were less satisfied with their electricity providers’ prices noted higher electricity costs and recent price rises as sources of frustration.

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

South Australians ranked TRUenergy, Origin Energy and AGL in that order for service. Satisfied customers noted good general customer service, complaints management and service calls.

Satisfaction-killers included slow response times and door-to-door salespeople.

Billing

All three providers scored well in the billing category. TRUenergy was a clear winner, followed by Origin Energy and AGL.

Customers disliked billing mistakes and bills that were hard to understand. They were also annoyed by inaccurate electricity meter readings.

Others suggested that better information in their bills would help them identify peak usage times, days and weeks so they could adjust their usage and reduce their bills.

Related Links

Most satisfied customers: South Australian natural gas suppliers

31 Aug 2010.