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Customer Satisfaction And Channel Preference In Australian Utilities
Datamonitor, Dec 2007, Pages: 20
Introduction
An examination of residential customer satisfaction and how electricity and gas retailers compare with other service providers, whether utilities are delivering to expectations for new customers, and areas for improvements. Also examined is the extent to which customers would use the internet or email for certain interactions with utilities, and the potential for utilities to reduce cost to serve.
Scope
A May 2007 survey of 1000 Australian households regarding experiences and expectations with customer services from utilities and channel preferences. Breakdown of responses by state, age group, spend and household size. Survey responses are compared to a similar survey undertaken in 2005.
Highlights
For overall customer service, electricity and gas suppliers received higher average ratings compared with our 2005 survey, and were rated ahead of banks, fixed-line telecoms, mobile telecoms and digital/cable TV providers. After switching electricity supplier 29% of switchers found customer service provided by new retailer to be above expectations. While 16% of respondents would prefer to communicate with suppliers online/via email, 69.8% prefer the telephone as it provides the comfort of being able to engage in a conversation with a customer service representative.
Reasons to Purchase
Benchmark utility customer service against other service providers, such as banks and telcos. Identify areas for improving customer service and satisfaction. Evaluate opportunity to drive customers to using the internet for payment and customer service.
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