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Customers
AGL Energy Limited 26
Customer experience
Process and quality
AGL measures success in customer experience using
a range of performance indicators and by participating
in external benchmarking programs.
Customer Charter Metrics
AGL’s Customer Charter Metrics were established and monitored
to enable AGL to measure the customer experience. The Customer
Charter Metrics are published externally on AGL’s website and
enable customers to hold AGL to account.
A number of the Customer Charter Metrics are supported by
‘service level commitments’, which enable AGL to measure
and track achievement of certain Customer Charter promises.
The Customer Charter Metrics, published quarterly in the
Customer Experience Dashboard on AGL’s intranet, are:
We will respond to you
AGL’s FY2012 target for customer service centres was for 75%
of calls to be answered by customer service representatives within
30 seconds during normal business hours. This target was met
overall for FY2012, with the performance levels achieved each
quarter being 62.28%, 83.05%, 80.22% and 78.40%.
We will always try to resolve your enquiry first time
AGL aims to have customer service representatives resolve a
customer’s enquiry on the first call. For FY2012, the percentage of
enquiries resolved during the first call was 81.32% (FY2012 average).
AGL commenced measurement of first call resolution in the second
half of FY2011, with an average score of 80.82% during that period.
We can help you move
AGL aims to help a customer move premises by raising the
customer’s move request with the distributor within 24 hours
of application. Energy regulations in some jurisdictions stipulate the
timeframe within which the retailer must raise a customer’s request
for connection with the relevant distributor, ranging from the next
business day (Victoria) and within two hours (New South Wales
electricity).
In FY2012, AGL set a target to raise 95% of move requests within
24 hours, and this level of service was consistently met.
We will connect your energy supply
AGL promises to work with a customer’s distributor in order to
determine the availability of supply. On average, new connections
take up to 15 days depending on access and availability of supply.
In FY2012, the average number of business days taken to connect
energy supply was 12.
We will bill you on time
In FY2012, AGL met its target to bill 99% of customers on time.
This effectively means that customers were billed every three
months (and every two months for gas customers in Victoria),
pursuant to regulatory requirements.
AGL recognises that bill smoothing can assist customers to better
manage their energy costs. As at the end of FY2012, more than
120,000 customers were on the bill smoothing program, up from
more than 98,000 customers as at the end of FY2011.
Net Promoter Score (NPS)
AGL’s NPS is measured quarterly via an external survey that asks
customers across all energy retailers: “on a scale of 0-10, how likely
is it that you would recommend Retailer X to a friend or colleague?”
The NPS is calculated by subtracting the percentage of 0s to 6s
from the percentage of 9s and 10s.
AGL’s average NPS for FY2012 was –37.8, a decline of 1.2 points
compared to the FY2011 average of –36. 6. During FY2012, AGL’s
NPS peaked at –30.5, which was also the peak score during FY2011.
Customer Charter commitments
Customer Charter
Our promise
FY2011: Average
FY2011: Year end
FY2012: Average
FY2012: Year end
We will respond to you We will answer your calls
promptly during normal
business hours
65.87% of calls answered
within 30 seconds
63.38% of calls answered
within 30 seconds
75.99% of calls answered
within 30 seconds
78.40% of calls answered
within 30 seconds
We will always try to resolve
your enquiry first time
79.97% of calls resolved
during first call
80.06% of calls resolved
during first call
81.32% of calls resolved
during first call
82.00% of calls resolved
during first call
We can help you move Let us know at least three
business days before you
move and we can arrange
supply of energy to the
property to which you
are moving
95.48% customers
connected with energy
when three business days
notice of move provided
96.29% customers
connected with energy
when three business days
notice of move provided
95.93% customers
connected with energy
when three business days
notice of move provided
95.86% customers
connected with energy
when three business days
notice of move provided
We will connect your
energy supply
On average, new
connections take 15
business days subject to
access and availability of
supply
Average new connection
took 12.5 business days
1
Average new connection
took 12 business days
1
Average new connection
took 12 business days
1
Average new connection
took 12 business days
1
We will bill you on time
If you’re a residential or
small business customer, we
will send a bill at least every
three months (every two
months for Victoria gas)
Bills issued to 99.76%
of customers on time
Bills issued to 99.80%
of customers on time
Bills issued to 99.75%
of customers on time
Bills issued to 99.82%
of customers on time
We will help those having
difficulty paying
If you’re a residential
customer you also have the
option of bill smoothing
98,294 customers on bill
smoothing program
98,294 customers on bill
smoothing program
108,314 customers on bill
smoothing program
120,216 customers on bill
smoothing program
Note
1 The results exclude South Australian electricity customers, where an appointment system is used which is outside of AGL’s control.