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Customer Experience Management Study—Australia’s Residential Electricity Sector 2015

Customer Experience Management Study—Australia’s Residential Electricity Sector 2015

In this Customer Experience Management study for Australia's residential electricity sector, Frost & Sullivan explores the relationship of the experiences provided by residential electricity companies for its customers. There is a discussion of the critical factors that influence customer behaviour throughout the three phases (pre-purchase, purchase, and post purchase) of their journey through the service providers' various touchpoints.


  • Research Methodology
    • Frost & Sullivan Research Approach
    • Frost & Sullivan Research Step-by-Step Overview
    • Overview of Research Process
    • Sample Methodology
    • Data Collection Quality Process
    • Sample Distribution by Primary Residential Electricity Company
    • Sample Demographics-Age and Gender
    • Sample Demographics-Main Products Purchased
    • Frost & Sullivan Customer Experience Index
  • Executive Summary
    • Customer Experience Management (CEM) for Australia's Residential Electricity Sector in 2015
    • Customer Experience-Definition
    • Factors Determining the Choice of Primary Residential Electricity Company
    • Reason for Service Discontinuation
    • Preferred Channel Across Stages
      • Table Channel Preference
    • Online Versus Call Centre
    • Overall Customer Experience Index Score by Channels
    • Overall CEI Score by Residential Electricity Company
    • Net Promoter Score (NPS)
    • Degree of Channel Integration
    • Product and Service Recommendation by Residential Electricity Company
    • Customer Loyalty Reward
    • Relevant Findings by Demographics
  • CEM Study-Australia's Residential Electricity Sector 2015
    • Reason for Service Discontinuation
    • Service Discontinuation Breakdown
    • Most Often Used Channels for Residential Electricity Customers
    • Top Preferred Channels by Transaction
    • Customers' Top Priority Experience Matrix
    • Customers' Top Frequency Experience Matrix
    • Degree of Channel Integration
    • Priority of Superior Customer Experience and Living up to Sales Promises
    • Customer Loyalty Reward
    • Proactivity Rating by Residential Electricity Company
    • Customer Experience Through the Channels
  • Understanding Pre-Purchase Behaviour
    • Factors Determining the Choice of Primary Residential Electricity Company
      • Table Reasons for Choosing Primary Residential Electricity Company
    • Product and Service Recommendation by Residential Electricity Company
    • Channel Used at Pre-Purchase Stage
    • Channel Used for Pre-Purchase Enquiry
    • Customer Experience Through Channels
    • Evaluation of Customer Experience at the Pre-Purchase Stage
  • Understanding Purchase Behaviour
    • Channel Used at Purchasing Stage
    • Preferred Channel at Purchasing Stage
    • Customer Experience Through Channels at the Purchasing Stage
    • Degree of Satisfaction/Dissatisfaction-Call Centre
    • Degree of Satisfaction/Dissatisfaction-Online
    • Degree of Satisfaction/Dissatisfaction-Branch Versus Door-to-Door Sales Agent
  • Understanding Post-Purchase Behaviour
    • Channel Used at Post-Purchase Stage
    • Channel Used for Post-Purchase Enquiry
    • Channels Revisited for Post-Sale Enquiry
    • Customer Experience With Touchpoint
    • Evaluation of Customer Experience at Post-Purchase Stage
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation, and Additional Purchase
    • Overall CEI Score by Channels
    • Overall CEI Score by Residential Electricity Company
    • CEI Score for Online
    • CEI Score for Sales Agent
    • CEI Score for Call Centre
    • CEI Score for Branch
    • Net Promoter Score (NPS)
  • Analysis By Company: Origin Energy
    • Origin Energy: Customer Transaction Preference
      • Table Origin Energy's Customer Transaction Preference Breakdown
    • Origin Energy: Customer Priority-Experience Profile
    • Origin Energy: Frequency of Interaction-Customer Experience Profile
    • Origin Energy's Rating for Competitive Factors
  • Analysis By Company: TRU Energy
    • TRU Energy: Customer Transaction Preference
      • Table TRU Energy's Customer Transaction Preference Breakdown
    • TRU Energy: Customer Priority-Experience Profile
    • TRU Energy: Frequency of Interaction-Customer Experience Profile
    • TRU Energy's Rating for Competitive Factors
  • Analysis By Company: AGL
    • AGL: Customer Transactions Preference
      • Table AGL's Customer Transaction Preference Breakdown
    • AGL: Customer Priority-Experience Profile
    • AGL: Frequency of Interaction-Customer Experience Profile
    • AGL's Rating for Competitive Factors
  • Analysis By Company: Red Energy
    • Red Energy-Customer Transactions' Preference
      • Table Red Energy' Customer Transaction Preference Breakdown
    • Red Energy: Customer Priority-Experience Profile
    • Red Energy: Frequency of Interaction-Customer Experience Profile
    • Red Energy's Rating for Competitive Factors
  • Analysis By Company: Simply Energy
    • Simply Energy: Customer Transactions Preference
      • Table Simply Energy's Customer Transaction Preference Breakdown
    • Simply Energy: Customer Priority-Experience Profile
    • Simply Energy: Frequency of Interaction-Customer Experience Profile
    • Simply Energy's Rating for Competitive Factors
  • Final Words: What We Are Excited About
    • Would Residential Electricity Companies still Benefit from Giving Better Rates after the Deregulation of the Energy Market?
    • Will Improving the Customer Loyalty Rewards Programme be a Game Changer?
    • Will Residential Electricity Companies be Able to Cope with the Customers' Needs and Demands on their Call Centre's Availability?
    • Will Residential Electricity Companies be Able to Cope with the Emerging Market of Alternative or Renewable Energy?
  • Frost & Sullivan's Customer Experience Solutions
    • Why Frost & Sullivan
    • Customer Experience-Definition
    • Integrating Process, People and Infrastructure
    • Frost & Sullivan's Customer Experience Maturity Model
    • A 5-step Strategic Approach
  • Appendix
    • Definitions

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