customer satisfaction

ERM Power has been ranked in first place for customer satisfaction for the ninth year running in the Utility Market Intelligence (UMI) Survey, beating the next best performer by 21 points.

The UMI survey is undertaken each year by independent research company NTF Group and surveys large customers of major electricity retailers.

The survey revealed a 94 per cent satisfaction rating for customers of ERM Power. This is the highest satisfaction rating in the history of the survey, and the second time ERM Power has achieved this record result.

Customers cited billing accuracy and account management as core contributing factors to their level of overall satisfaction.

ERM Power Executive General Manager Energy Retail, Steve Rogers, said supporting businesses through the energy transition was critical to giving them greater choices in the way they manage a complex and volatile commodity.

“As experts in energy, we’re focused on staying ahead of the energy market, understanding the challenges faced by businesses and helping them meet their strategic energy objectives,” Mr Rogers said.

The results follow recent findings where ERM Power commissioned PwC to survey over 160 commercial and industrial organisations to identify the attributes they value the most in their energy retailer. 

The report found that while price is important, there are other significant factors that shape customer choice when it comes to contracting business energy – with 41 per cent of respondents leaving their energy retailer for reasons other than price. 

Key values described by large business energy users surveyed found that outside of price, billing performance is the most important factor when selecting a retailer.

Mr Rogers said Australian businesses should consider service when next comparing contract prices and looking at the overall costs of energy.

“Providing outstanding service starts with truly understanding what customers value, and we pride ourselves on being the best at that too. We think a lot about what drives customer satisfaction and we understand that business owners and managers want to get on with running their business, not worrying about energy,” Mr Rogers said.

Charlotte Pordage is Editor of Utility magazine, a position she has held since November 2018. She joined the team as an Associate Editor in October 2017, after sharpening her writing and editing skills across a range of print and digital publications. Charlotte graduated from Royal Holloway, University of London, in 2011 with joint honours in English and Latin. When she's not putting together Australia's only dedicated utility magazine, she can usually be found riding her horse or curled up with a good book.

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