Customer Experience Management StudyAustralias Residential Electricity Sector 2015

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

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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

Customer Experience Management Study—Australia’s Residential Electricity Sector 2015Research MethodologyFrost & Sullivan Research ApproachFrost & Sullivan Research Step-by-Step OverviewOverview of Research ProcessSample MethodologyData Collection Quality ProcessSample Distribution by Primary Residential Electricity CompanySample Demographics—Age and GenderSample Demographics—Main Products PurchasedFrost & Sullivan Customer Experience IndexExecutive SummaryCustomer Experience Management (CEM) for Australia’s Residential Electricity Sector in 2015Customer Experience—DefinitionFactors Determining the Choice of Primary Residential Electricity CompanyReason for Service DiscontinuationPreferred Channel Across StagesOnline Versus Call CentreOverall Customer Experience Index Score by ChannelsOverall CEI Score by Residential Electricity Company Net Promoter Score (NPS)Degree of Channel IntegrationProduct and Service Recommendation by Residential Electricity CompanyCustomer Loyalty RewardRelevant Findings by DemographicsCEM Study—Australia’s Residential Electricity Sector 2015Reason for Service DiscontinuationService Discontinuation BreakdownMost Often Used Channels for Residential Electricity CustomersTop Preferred Channels by TransactionCustomers’ Top Priority Experience MatrixCustomers’ Top Frequency Experience MatrixDegree of Channel IntegrationPriority of Superior Customer Experience and Living up to Sales PromisesCustomer Loyalty RewardProactivity Rating by Residential Electricity CompanyCustomer Experience Through the ChannelsUnderstanding Pre-Purchase BehaviourFactors Determining the Choice of Primary Residential Electricity CompanyProduct and Service Recommendation by Residential Electricity CompanyChannel Used at Pre-Purchase StageChannel Used for Pre-Purchase EnquiryCustomer Experience Through ChannelsEvaluation of Customer Experience at the Pre-Purchase StageUnderstanding Purchase BehaviourChannel Used at Purchasing StagePreferred Channel at Purchasing StageCustomer Experience Through Channels at the Purchasing StageDegree of Satisfaction/Dissatisfaction—Call CentreDegree of Satisfaction/Dissatisfaction—Online Degree of Satisfaction/Dissatisfaction—Branch Versus Door-to-Door Sales Agent Understanding Post-Purchase BehaviourChannel Used at Post-Purchase StageChannel Used for Post-Purchase EnquiryChannels Revisited for Post-Sale EnquiryCustomer Experience With TouchpointEvaluation of Customer Experience at Post-Purchase Stage Analysis by Customer Experience Index (CEI)Customer Loyalty, Recommendation, and Additional PurchaseOverall CEI Score by ChannelsOverall CEI Score by Residential Electricity Company CEI Score for OnlineCEI Score for Sales AgentCEI Score for Call CentreCEI Score for BranchNet Promoter Score (NPS)Analysis By Company: Origin EnergyOrigin Energy: Customer Transaction PreferenceOrigin Energy: Customer Priority-Experience ProfileOrigin Energy: Frequency of Interaction-Customer Experience Profile Origin Energy’s Rating for Competitive FactorsAnalysis By Company: TRU Energy TRU Energy: Customer Transaction PreferenceTRU Energy: Customer Priority—Experience ProfileTRU Energy: Frequency of Interaction—Customer Experience ProfileTRU Energy’s Rating for Competitive FactorsAnalysis By Company: AGLAGL: Customer Transactions PreferenceAGL: Customer Priority—Experience ProfileAGL: Frequency of Interaction—Customer Experience ProfileAGL’s Rating for Competitive FactorsAnalysis By Company: Red EnergyRed Energy—Customer Transactions’ PreferenceRed Energy: Customer Priority—Experience ProfileRed Energy: Frequency of Interaction—Customer Experience ProfileRed Energy’s Rating for Competitive FactorsAnalysis By Company: Simply EnergySimply Energy: Customer Transactions PreferenceSimply Energy: Customer Priority-Experience ProfileSimply Energy: Frequency of Interaction—Customer Experience ProfileSimply Energy’s Rating for Competitive FactorsFinal Words: What We Are Excited AboutWould 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)Frost & Sullivan’s Customer Experience SolutionsWhy Frost & SullivanCustomer Experience—DefinitionIntegrating Process, People and InfrastructureFrost & Sullivan’s Customer Experience Maturity Model A 5-step Strategic ApproachLegal DisclaimerAppendixDefinitionsThe Frost & Sullivan Story




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