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Customer Service And Satisfaction In The Australian Utilities Market
Datamonitor, Sep 2005, Pages: 76
Introduction
This report examines the current position of Australian utilities in meeting households customer service expectations and identifies key areas for improvement for utilities striving to deliver a level of service consistent with the needs of the customer base.
Scope
- Detailed opinions from over 2000 Australian households on utilities customer service performance
- Assessment of current practices for customer satisfaction tracking within Australian utilities, based on interviews with 11 power and gas retailers
- Examination of metrics used for customer service performance across Australian utilities market
- Benchmarks Australian utilities against those in key competitive markets in Europe
Highlights
Utility service performance is currently exceeded by banks and mobile telecoms companies, although performances vary from State to State. When asked how well the query was dealt with, 18% - a relatively significant share - of consumers felt that they received a poor service from their utility, versus 43% that felt they received good service.
In Australia an increasing focus should be placed on the efficient dealing with queries and in particular tracking first call resolution and performance. Only 7 out of 10 utilities questioned actually asking customers how well queries were resolved.
Call recording has been highlighted as an underutilised tool for helping to improve customer satisfaction in the Australian utilities sector.
Reasons to Purchase
- Identify key areas for improvement in customer satisfaction and service tracking
- Learn from best practice in financial services and utilities markets
- Understand where investments should be made in order to deliver consistent service competency
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