2012 – VIC Natural Gas Suppliers Ratings
Posted by Canstar Blue September 20th 2012
You are viewing the archived 2012 ratings for Victoria natural gas suppliers. Go to our current natural gas supplier ratings for Victoria.
~ As of 8 October 2012 TRUEnergy will rebrand as Energy Australia.
Hollow star ratings are awarded where brands do not receive the minimum number of responses for that criteria, however achieve at least the minimum sample required for all other criteria.
Victorians see Lumo Energy as five star favourite for natural gas
Nearly three quarters of respondents to our recent survey are doing their research on different utility providers in an effort to find the best deal for their home.
This was particularly so with male respondents where 75% of this group were doing their homework as opposed to 68% of women.
Two thirds of respondents also said they were saving money by bundling their gas and electricity with the same provider.
When we looked at customer satisfaction in this area, Lumo Energy proved themselves a winner with our most satisfied customers award for Victorian natural gas suppliers.
Lumo Energy took out this accolade in front of Red Energy, Energy Australia, Australian Power & Gas, Simply Energy, TRUenergy, AGL and Origin.
Looking more closely at our results:
- Lumo Energy received five stars for overall satisfaction, value for money, its uninterrupted supply of gas, availability of payment plan options, billing and service.
- Red Energy also excelled; achieving top ratings for its uninterrupted supply of gas, environmental sustainability, billing and service.
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 natural gas suppliers within the survey group – in this case, 2274 people (905 in Victoria). To qualify, the customer must have an active gas account and regularly pay the bills. Brands must have received at least 30 responses to be included.
Results are comparative and it should be noted that brands that received three stars still achieved a satisfaction measure of at least six out of 10.
Overall customer satisfaction
Lumo Energy was number one for overall satisfaction for Victorian natural gas suppliers, earning five stars. Lumo edged out four star-rated Red Energy, as well as three star recipients Energy Australia, Australian Power & Gas, Simply Energy, TRUenergy, AGL and Origin.
Value for money
Lumo achieved a five star rating for value for money, while Red Energy followed with four. Australian Power & Gas, Energy Australia and Simply Energy each received three star ratings for this criterion; while TRUenergy, AGL and Origin all received two.
Uninterrupted supply of natural gas
Customers of Lumo Energy and Red Energy were equally as satisfied with their supplier’s uninterrupted supply of natural gas to their homes. Following these five star recipients were Energy Australia, Australian Power & Gas, Simply Energy and Origin with four stars each; then TRUenergy and AGL with three.
Availability of payment plan options
Five more stars went to Lumo Energy, this time for the availability of payment plan options for Victorian customers. Both Red Energy and Energy Australia received four star ratings, while Australian Power & Gas, Simply Energy*, TRUenergy, AGL and Origin received three.
* Simply Energy received 26 responses for Payment Plans, however achieved at least the minimum sample requirements for all other criteria.
Red Energy was our five star rated brand for environmental sustainability, followed by Lumo and Energy Australia with four stars each. Simply Energy, TRUenergy, AGL and Origin all earned three star ratings for this criterion; followed by Australian Power & Gas with two.
Billing (e.g. billing clarity, accuracy)
Both Lumo Energy and Red Energy took out five stars for billing, followed by Energy Australia and Simply Energy with four. Australian Power & Gas, TRUenergy, AGL and Origin all received three star ratings for billing.
Service (e.g. email, telephone service)
Five star ratings went to Lumo Energy and Red Energy for customer service. Australian Power & Gas and Simply Energy both received four stars for service, followed by Energy Australia, TRUenergy, AGL and Origin with three.
Natural Gas Suppliers – Victoria (2011)