Declining gas customer satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey has found that 57.0% of gas customers were satisfied with their provider in the year to November 2017, compared with 60.5% in the previous 12 months. Kleenheat is the best performer, with a satisfaction rating of 70.9%, followed by Red Energy (68.0%) and AGL Energy (65.0%). Nine of the 10 largest gas providers showed declines in customer satisfaction, while AGL improved by only 0.1% point. Meanwhile, the survey shows that 50.1% of customers who are "very dissatisfied" with their gas provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months. Even among customers who were only "fairly dissatisfied", 42.7% say that they are likely to switch providers in the next 12 months.

CORPORATES
ROY MORGAN LIMITED, KLEENHEAT GAS PTY LTD, RED ENERGY PTY LTD, AGL ENERGY LIMITED – ASX AGL

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