1 CUSTOMER EXPERIENCE MANAGEMENT STUDY—AUSTRALIA’S RESIDENTIAL ELECTRICITY SECTOR 2015

Research Methodology
1. Frost & Sullivan Research Approach
2. Frost & Sullivan Research Step-by-Step Overview
3. Overview of Research Process
4. Sample Methodology
5. Data Collection Quality Process
6. Sample Distribution by Primary Residential Electricity Company
7. Sample Demographics—Age and Gender
8. Sample Demographics—Main Products Purchased
9. Frost & Sullivan Customer Experience Index

Executive Summary
1. Customer Experience Management (CEM) for Australia’s Residential Electricity Sector in 2015
2. Customer Experience—Definition
3. Factors Determining the Choice of Primary Residential Electricity Company
4. Reason for Service Discontinuation
5. Preferred Channel Across Stages
6. Online Versus Call Centre
7. Overall Customer Experience Index Score by Channels
8. Overall CEI Score by Residential Electricity Company
9. Net Promoter Score (NPS)
10. Degree of Channel Integration
11. Product and Service Recommendation by Residential Electricity Company
12. Customer Loyalty Reward
13. Relevant Findings by Demographics

CEM Study—Australia’s Residential Electricity Sector 2015
1. Reason for Service Discontinuation
2. Service Discontinuation Breakdown
3. Most Often Used Channels for Residential Electricity Customers
4. Top Preferred Channels by Transaction
5. Customers’ Top Priority Experience Matrix
6. Customers’ Top Frequency Experience Matrix
7. Degree of Channel Integration
8. Priority of Superior Customer Experience and Living up to Sales Promises
9. Customer Loyalty Reward
10. Proactivity Rating by Residential Electricity Company
11. Customer Experience Through the Channels

Understanding Pre-Purchase Behaviour
1. Factors Determining the Choice of Primary Residential Electricity Company
2. Product and Service Recommendation by Residential Electricity Company
3. Channel Used at Pre-Purchase Stage
4. Channel Used for Pre-Purchase Enquiry
5. Customer Experience Through Channels
6. Evaluation of Customer Experience at the Pre-Purchase Stage

Understanding Purchase Behaviour
1. Channel Used at Purchasing Stage
2. Preferred Channel at Purchasing Stage
3. Customer Experience Through Channels at the Purchasing Stage
4. Degree of Satisfaction/Dissatisfaction—Call Centre
5. Degree of Satisfaction/Dissatisfaction—Online
6. Degree of Satisfaction/Dissatisfaction—Branch Versus Door-to-Door Sales Agent

Understanding Post-Purchase Behaviour
1. Channel Used at Post-Purchase Stage
2. Channel Used for Post-Purchase Enquiry
3. Channels Revisited for Post-Sale Enquiry
4. Customer Experience With Touchpoint
5. Evaluation of Customer Experience at Post-Purchase Stage

Analysis by Customer Experience Index (CEI)
1. Customer Loyalty, Recommendation, and Additional Purchase
2. Overall CEI Score by Channels
3. Overall CEI Score by Residential Electricity Company
4. CEI Score for Online
5. CEI Score for Sales Agent
6. CEI Score for Call Centre
7. CEI Score for Branch
8. Net Promoter Score (NPS)

Analysis By Company: Origin Energy
1. Origin Energy: Customer Transaction Preference
2. Origin Energy: Customer Priority-Experience Profile
3. Origin Energy: Frequency of Interaction-Customer Experience Profile
4. Origin Energy’s Rating for Competitive Factors

Analysis By Company: TRU Energy
1. TRU Energy: Customer Transaction Preference
2. TRU Energy: Customer Priority—Experience Profile
3. TRU Energy: Frequency of Interaction—Customer Experience Profile
4. TRU Energy’s Rating for Competitive Factors

Analysis By Company: AGL
1. AGL: Customer Transactions Preference
2. AGL: Customer Priority—Experience Profile
3. AGL: Frequency of Interaction—Customer Experience Profile
4. AGL’s Rating for Competitive Factors

Analysis By Company: Red Energy
1. Red Energy—Customer Transactions’ Preference
2. Red Energy: Customer Priority—Experience Profile
3. Red Energy: Frequency of Interaction—Customer Experience Profile
4. Red Energy’s Rating for Competitive Factors

Analysis By Company: Simply Energy
1. Simply Energy: Customer Transactions Preference
2. Simply Energy: Customer Priority-Experience Profile
3. Simply Energy: Frequency of Interaction—Customer Experience Profile
4. Simply Energy’s Rating for Competitive Factors

Final Words: What We Are Excited About
1. Would Residential Electricity Companies still Benefit from Giving Better Rates after the Deregulation of the Energy Market?
2. Would Residential Electricity Companies still Benefit from Giving Better Rates after the Deregulation of the Energy Market?
3. Will Improving the Customer Loyalty Rewards Programme be a Game Changer?
4. Will Residential Electricity Companies be Able to Cope with the Customers’ Needs and Demands on their Call Centre’s Availability?
5. Will Residential Electricity Companies be Able to Cope with the Emerging Market of Alternative or Renewable Energy?
6. Will Residential Electricity Companies be Able to Cope with the Emerging Market of Alternative or Renewable Energy?

Frost & Sullivan’s Customer Experience Solutions
1. Why Frost & Sullivan
2. Customer Experience—Definition
3. Integrating Process, People and Infrastructure
4. Frost & Sullivan’s Customer Experience Maturity Model
5. A 5-step Strategic Approach
6. Legal Disclaimer

Appendix
1. Definitions
2. The Frost & Sullivan Story