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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
18-Dec-2015
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-0F-00-00
SKU: EG01579-AP-MR_16430
$4,900.00
Special Price $3,675.00 save 25 %
In stock
SKU
EG01579-AP-MR_16430
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
Popular Topics
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.
| No Index | No |
|---|---|
| Podcast | No |
| Author | Nabil Moktar |
| Industries | Energy |
| WIP Number | 9AF5-00-0F-00-00 |
| Is Prebook | No |