Business customer satisfaction survey presentation

Transcription

1 5 March 2013 Business customer satisfaction survey presentation Please find attached our presentation on the results of the 17 th annual Utility Market Intelligence (UMI) survey. Peter Jans Group General Counsel & Company Secretary ERM Power Limited

2 Business Customer Satisfaction Survey. Philip St Baker, Managing Director and CEO 5 March 2013

3 Independent customer research. Utility Market Intelligence (UMI) survey by independent research company NTF Group Business customer survey residential customers excluded 17 th year (wave) of survey Based on interviews with 495 business customers in November and December 2012 and January 2013 Five major electricity retailers benchmarked ERM Power has participated in the survey for the last two years 2

4 ERM Power sets new record. ERM Power set a new record for overall customer satisfaction among business customers with a satisfaction rate of 93% which compares well with the next best retailer at 55% and the average of the other major retailers surveyed at 52% Category ERM Power Average for others Overall satisfaction 93% 52% Billing accuracy 96% 67% Informing of change in energy market 96% 32% Value for money 88% 47% Value in relationship with retailer 91% 50% Ease of contracting 96% 58% 3

5 5X more likely to be very satisfied. Retailer A 7% Retailer C 7% %ofbusiness customers very satisfied' Retailer B 8% Retailer D 9% ERM Power 44% ERM Power customers are five times more likely to be very satisfied when compared to the average of all other retailers surveyed 4

6 Best account management. Retailer D Retailer A 33% 35% % of respondents per retailer with an account manager Retailer B 42% Retailer C 51% ERM Power 94% 94% of ERM Power s customers report they have an account manager which is more than double the average of other retailers at 40% 5

7 Best value for money. Retailer B 42% Retailer C 46% % satisfied with value for money Retailer A 49% Retailer D 49% ERM Power 88% 88% of ERM Power s customers feel they get value for money, which is almost double the average of other retailers at 47% 6

8 Setting higher standards ERM Power is committed to setting higher standards for service and value in the supply of electricity to business customers across Australia These UMI results demonstrate t our commitment to change business energy in Australia forever 7

9 Australian businesses respond ERM Power has been embraced by Australia s business customers In just five years ERM Power has grown organically to become fourth largest 1 electricity supplier in the National Electricity Market ERM Power has accrued over 13% 2 of large Commercial and Industrial (C&I) segment of the market, up from 9% last year, including growth of 91% in NSW, 127% in Victoria and 29% in forward contracts This year we have started to offer electricity to the Small to Medium Enterprise (SME) segment of market and we are off to a great start, having signed more than 10,000 customer sites and contracts in excess of $150 million in value ERM Power has achieved these results with little marketing, which started t in July last year. A second wave of marketing is about to begin 1 ERM Power s forecast league table for volume of electricity sold in the National Electricity Market (NEM) for FY2013. The analysis draws on 2011 SRES scheme liability data, ERM Power signed contracts and broad assumptions about the market and participants. This is not an independently verified forecast 2 ERM Power estimate of the Australian Electricity Market size = 210 TWh, comprising 40% (or 84 TWh) for Commercial and Industrial (C&I) Market and 30% (or 63 TWh) for SME Market and Residential Market respectively. Indicative numbers adapted by ERM Power from AEMO 2011 published data 8

10 SME campaign coming soon Note: illustration only marketing concept 9

11 More Information: Garry West Corporate Communications Manager Direct Ph: Mobile: Website: 10