Price

Canstar Blue Manager, Rebecca Logan, said price was an important indicator of overall satisfaction.

“Customers told us that price was a major source of satisfaction – and dissatisfaction,” she said. “Electricity costs and recent price rises were high on the agenda for many customers who were less than satisfied with their electricity providers.”

Red Energy and Lumo Energy received top ranking for price, followed by TRUenergy, Origin and AGL.

Service

Service was a source of both brick bats and bouquets from customers.

“Customers commended quick handling of complaints and prompt service calls, but were also experiencing long enquiry line queues, and annoying after hours door-to-door salespeople,” Ms Logan said.

Lumo Energy received the best approval rating for customer service, followed by Red Energy and TRUenergy in second place and Origin and AGL in third place.

Billing

“Customers surveyed made it clear that they wanted bills to be accurate and informative,” said Ms Logan. “Some suggested that bills should help them identify peak usage times, days and weeks, so they could adjust their usage and reduce their bills.”

The highest score for billing satisfaction was awarded to Lumo Energy , followed by Red Energy, TRUenergy and Origin, then AGL.

^Survey was conducted prior to the renaming of Victoria Electricity as Lumo Energy.

Related Links

Most satisfied customers: Victorian natural gas suppliers

31 Aug 2010.