Customer Service Experience

Consultation has concluded

Our response

To drive a customer-centric culture, accountability for our customer and community strategies was elevated to the Executive in late 2019. We improved our understanding of our customers’ needs through the development of our first portfolio-wide Customer Segmentation Framework for residential and business customers and developed a Customer Advocacy Framework to guide our governance and improvement in delivering for you.

Customer Index result 7.1 (target ≥6.7) for 2019-20 – steady improvements across our service touch points has seen a notable uplift in customer satisfaction over the last 12 months from 6.7 in 2018-19.

Employee perceptions of how well we are delivering for our customers improved 10% in 2019-20 from 6.2 in 2018-19, with a Customer Enablement Index result of 6.9 (target ≥5.6 out of 10).

More and more customers are taking advantage of our network businesses’ online service portal, for self-reading the meter (an easy solution for all for homes with a dog in the yard, we’ve seen 38,000 reads to date), for SMS or notifications of outages, and other services.

Ergon Energy Retail’s Customer Solution Centres in Rockhampton and Townsville, continued their focus on improving the customer experience, bringing satisfaction up slightly to 88% for the year, and a first call resolution for customers also up to 86%.

Energex and Ergon Network were finalists for the prestigious Customer Contact Week Australia Excellence Awards, in the highly-prized Best Contact Centre Culture award category.

RETURN TO ‘WHAT MATTERS MOST?’ AND RATE OUR PERFORMANCE

Our response

To drive a customer-centric culture, accountability for our customer and community strategies was elevated to the Executive in late 2019. We improved our understanding of our customers’ needs through the development of our first portfolio-wide Customer Segmentation Framework for residential and business customers and developed a Customer Advocacy Framework to guide our governance and improvement in delivering for you.

Customer Index result 7.1 (target ≥6.7) for 2019-20 – steady improvements across our service touch points has seen a notable uplift in customer satisfaction over the last 12 months from 6.7 in 2018-19.

Employee perceptions of how well we are delivering for our customers improved 10% in 2019-20 from 6.2 in 2018-19, with a Customer Enablement Index result of 6.9 (target ≥5.6 out of 10).

More and more customers are taking advantage of our network businesses’ online service portal, for self-reading the meter (an easy solution for all for homes with a dog in the yard, we’ve seen 38,000 reads to date), for SMS or notifications of outages, and other services.

Ergon Energy Retail’s Customer Solution Centres in Rockhampton and Townsville, continued their focus on improving the customer experience, bringing satisfaction up slightly to 88% for the year, and a first call resolution for customers also up to 86%.

Energex and Ergon Network were finalists for the prestigious Customer Contact Week Australia Excellence Awards, in the highly-prized Best Contact Centre Culture award category.

RETURN TO ‘WHAT MATTERS MOST?’ AND RATE OUR PERFORMANCE