Satisfaction with electricity providers declining

Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

New results from Roy Morgan show that customer satisfaction with electricity providers in Australia was only 56.6% in the 12 months to May 2018, down from 60.4% in the year to May 2017. Roy Morgan’s Net Promoter Score for electricity providers is now at minus 47.6. These low satisfaction and NPS levels show why 2.1 million customers are considering switching over the next 12 months. Red Energy has the highest satisfaction rating among the largest providers, at 70.0%, narrowly ahead of Simply Energy (65.0%) and Energy Australia (64.4%). Meanwhile, 43.7% of customers who are "very dissatisfied" with their electricity provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months, while 36.0% of those who are "fairly dissatisfied" say they are likely to switch in the next 12 months. Roy Morgan’s "Customer Satisfaction – Electricity Providers Report" is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 14,000 interviews with people who rated their satisfaction with their electricity connection.

CORPORATES
ROY MORGAN LIMITED, RED ENERGY PTY LTD, SIMPLY ENERGY, ENERGYAUSTRALIA PTY LTD

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