2013 – NSW – Natural Gas Suppliers Ratings

Posted by Canstar Blue October 10th 2013

You are viewing the archived 2013 ratings for natural gas suppliers from New South Wales. Go to the current ratings for this category.

See Our Ratings Methodology.

Four in five ready to jump ship for a better price on their natural gas bill

Most Satisfied Customers for New South Wales Natural Gas Suppliers: 2013Money isn’t everything, but it could be the deciding factor for 81% of recent survey respondents who will happily switch gas suppliers if it saves them money.

While many Australians claim they will change suppliers to reduce the cost of their utilities bill, only half of our respondents took it upon themselves to compare the prices of natural gas companies to make this a possibility.

Of those who haven’t done any research on different natural gas suppliers, 75% say they haven’t looked at their options because of the effort involved. A similar number of respondents cite confusing information as a reason for not comparing (70%). Looking to more positive results, close to half of respondents have not compared natural gas supplier prices because they’re happy with what they’re paying.

The survey also looked at customer satisfaction for three of the major natural gas supplier brands in NSW. Achieving a five star rating for overall satisfaction, AGL has been awarded our Most Satisfied Customers Award – Natural Gas Suppliers, New South Wales for 2013. This is the second year in a row AGL has won this accolade in NSW.

In other results:

  • Origin achieved five stars for its availability of payment plan options,
  • Energy Australia received five stars for both billing and its payment plan options, and
  • AGL received five stars for uninterrupted supply, availability of payment plan options, billing and service.

We also compared suppliers in Victoria and South Australia.

Canstar Blue commissions Colmar Brunton to regularly survey Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group (5,000 consumers) who have an active gas account in NSW and regularly pay the bills – in this case, 765 people.

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

Overall customer satisfaction

AGL received five stars for overall customer satisfaction in this category, ahead of four star recipients Energy Australia and Origin.

Value for money

Utilities are an essential service, but it helps when you’re getting the best value for money possible. Origin received four stars for customer satisfaction, AGL secured three and Energy Australia received two.

Uninterrupted supply

A steady supply of gas means it’s always there when you need it. Customers of AGL were most satisfied their supply of gas was uninterrupted. AGL received five stars; Energy Australia and Origin each achieved four.

Availability of payment plan options

Sometimes all the bills can come at once, and a payment plan can be just the thing to keep your head above water. AGL, Origin and Energy Australia all received five star ratings for the availability of their payment plan options.

Focus on environmental sustainability

These days, there is a greater focus on the environmental sustainability of energy suppliers across Australia. AGL, Energy Australia and Origin all achieved four stars for their focus on environmental sustainability.

Billing (e.g. billing clarity, accuracy)

Customers of both AGL and Energy Australia were most satisfied with how they were billed, and the clarity and accuracy of these natural gas bills. Origin followed with a four star rating in this area.

Service (e.g. email, telephone service)

AGL received five stars for customer service in this category. Next were both Energy Australia and Origin with four stars each for service.