All Surveyed ORIGIN ALINTA AURORA LUMO POWER SIMPLY ENERGY Hardship Calls Retailers Ave. ActewAGL AGL (SA) ENERGY ENERGY ENERGY ENERGY DIRECT ENERGY AUSTRALIA* (excl EA) (SA) INDEX SCORES Overall Performance 114 144 137 108 121 118 127 46 112 78 Getting Through 44 59 49 40 43 52 51 15 45 25 Service Delivery 70 85 88 68 78 66 76 31 67 53 CALL SUCCESS RATE % Successful (connected in 89 97 98 93 94 100 95 37 90 38 <4min) Unsuccessful calls (exceeded max 11 3 2 7 6 - 5 63 10 62 wait time of 4 min) All Surveyed ORIGIN ALINTA AURORA LUMO POWER SIMPLY ENERGY Hardship Calls Retailers Ave. ActewAGL AGL (SA) ENERGY ENERGY ENERGY ENERGY DIRECT ENERGY AUSTRALIA (excl EA) (SA) COMMUNICATION SKILLS % 91 97 95 89 93 81 91 93 90 97 Ave. Communication Skills 91 99 93 95 93 76 93 88 92 100 Matched Speech 99 100 100 100 100 93 100 100 99 97 Correct Grammar 85 91 92 77 87 67 88 94 87 98 Patient & Tolerant 93 99 95 93 97 87 92 88 92 100 Avoided Interrupting 73 92 88 69 72 51 75 72 68 94 Developed Rapport
Hardship Calls All Surveyed Retailers Ave. (excl EA) ActewAGL AGL (SA) ALINTA ENERGY AURORA ENERGY LUMO ENERGY ORIGIN ENERGY (SA) POWER DIRECT SIMPLY ENERGY ENERGY AUSTRALIA* INDEX SCORES Overall Performance 114 144 137 108 121 118 127 46 112 78 Getting Through 44 59 49 40 43 52 51 15 45 25 Service Delivery 70 85 88 68 78 66 76 31 67 53 CALL SUCCESS RATE % Successful (connected in <4min) 89 97 98 93 94 100 95 37 90 38 Unsuccessful calls (exceeded max wait time of 4 min) 11 3 2 7 6 - 5 63 10 62 Hardship Calls All Surveyed Retailers Ave. (excl EA) ActewAGL AGL (SA) ALINTA ENERGY AURORA ENERGY LUMO ENERGY ORIGIN ENERGY (SA) POWER DIRECT SIMPLY ENERGY ENERGY AUSTRALIA COMMUNICATION SKILLS % Ave. Communication Skills 91 97 95 89 93 81 91 93 90 97 Matched Speech 91 99 93 95 93 76 93 88 92 100 Correct Grammar 99 100 100 100 100 93 100 100 99 97 Patient & Tolerant 85 91 92 77 87 67 88 94 87 98 Avoided Interrupting 93 99 95 93 97 87 92 88 92 100 Developed Rapport 73 92 88 69 72 51 75 72 68 94
CSBA%20Customer%20Hardship%20Calls%20Research%20Nov%202013%20Summary%20Report%20Word.DOCX