Customer Experience Management StudyAustralias Residential Electricity Sector 2015

Customer Experience Management StudyAustralias Residential Electricity Sector 2015

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

RELEASE DATE
18-Dec-2015
REGION
Asia Pacific
Research Code: 9AF5-00-0F-00-00
SKU: EG01579-AP-MR_16430

$4,900.00

Special Price $3,675.00 save 25 %

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Description

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.

Table of Contents

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

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

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

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

Factors Determining the Choice of 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

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

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

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)

Origin Energy: Customer Transaction Preference

Origin Energy: Customer Priority-Experience Profile

Origin Energy: Frequency of Interaction-Customer Experience Profile

Origin Energy’s Rating for Competitive Factors

TRU Energy: Customer Transaction Preference

TRU Energy: Customer Priority—Experience Profile

TRU Energy: Frequency of Interaction—Customer Experience Profile

TRU Energy’s Rating for Competitive Factors

AGL: Customer Transactions Preference

AGL: Customer Priority—Experience Profile

AGL: Frequency of Interaction—Customer Experience Profile

AGL’s Rating for Competitive Factors

Red Energy—Customer Transactions’ Preference

Red Energy: Customer Priority—Experience Profile

Red Energy: Frequency of Interaction—Customer Experience Profile

Red Energy’s Rating for Competitive Factors

Simply Energy: Customer Transactions Preference

Simply Energy: Customer Priority-Experience Profile

Simply Energy: Frequency of Interaction—Customer Experience Profile

Simply Energy’s Rating for Competitive Factors

Would Residential Electricity Companies still Benefit from Giving Better Rates after the Deregulation of the Energy Market?

Would Residential Electricity Companies still Benefit from Giving Better Rates after the Deregulation of the Energy Market? (continued)

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?

Will Residential Electricity Companies be Able to Cope with the Emerging Market of Alternative or Renewable Energy? (continued)

Why Frost & Sullivan

Customer Experience—Definition

Integrating Process, People and Infrastructure

Frost & Sullivan’s Customer Experience Maturity Model

A 5-step Strategic Approach

Legal Disclaimer

Definitions

The Frost & Sullivan Story