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Customers
Sustainability Performance Report 2012 27
Customer experience
Customer Services Benchmarking Australia (CSBA)
AGL benchmarks the customer service provided in all three
customer service centres via an external program. CSBA conducts
mystery shopping calls to customer service centres, and provides
quarterly reports ranking AGL’s performance against other energy
and utility companies.
In the fourth quarter of FY2012, AGL was ranked fifth out of
the energy companies surveyed, compared to eleventh in the
corresponding quarter of FY2011. The improvement in AGL’s ranking
can largely be attributed to a decrease in the average speed to
answer (meaning that customers did not have long to wait before
being connected with a Customer Service Representative).
Ombudsman complaints
AGL has two key indicators for Ombudsman complaints against
which we measure our improvement in this area. The two indicators
are total complaints per 10,000 customers and our market share
of complaints as a comparison against our customer share in
the market. We also track absolute numbers of complaints to
understand movements in particular jurisdictions.
In the quarter ending 30 June 2012, AGL received 39.8 complaints
per 10,000 customers, an 11.5% reduction compared to the
corresponding quarter of FY2011. This is a pleasing result which
has resulted from a more consistent approach to business process
improvement based on robust complaint root cause analysis.
Measuring Ombudsman complaints in terms of the company’s
market share of complaints against overall customer market share,
provides an understanding of how AGL compares to other retailers.
At the end of FY2012, AGL’s national market share of Ombudsman
complaints was 18% compared to 23% at the end of FY2011.
In regards to absolute volumes, AGL received a total of 15,220
Ombudsman complaints during FY2012. This represents an overall
increase in total Ombudsman complaints of 2.5% compared to FY2011,
with the largest changes experienced in New South Wales [17.8%] and
South Australia [13.3%.]
Ombudsman complaints provide AGL with a reference to areas
of the business that require improvement. Root cause analysis
of Ombudsman complaints is undertaken and fed back into the
business in order to rectify issues where possible. In FY2012,
the majority of Ombudsman complaints related to high bills,
disconnection for debt, solar PV, identification and management
of payment difficulties and estimated reads (largely due to meter
access issues at the customer’s premises).
Ombudsman complaints (percentage of market share)
1,2,3
10
12
14
16
18
20
22
24
26
28
30
Jun 11
May 11
Apr 11
Mar 11
Feb 11
Jan 11
Dec 10
Nov 10
Oct 10
Sep 10
Aug 10
Jul 10
Jun 12
May 12
Apr 12
Mar 12
Feb 12
Jan 12
Dec 11
Nov 11
Oct 11
Sep 11
Aug 11
Jul 11
%
27%
28%
29%
25%
26%
24%
25% 26%
24%
23%
25%
23%
24%
22%
20% 19%
18%
18% 18%
14%
14%
15%
15%
15%
17% 18%
Ombudsman complaints
1,2,3
FY09
22,387
17,470
15,058
FY10
FY11
FY12
15,220
Notes
1 Reported figures represent complaints to the various state Ombudsman Offices that are provided to AGL for resolution. Enquiries, complaints referred to other agencies
or instances where the customer has been advised by the Ombudsman to contact AGL directly are not included.
2 All ActewAGL complaints are excluded.
3 Data from FY2010-FY2012 includes Ombudsman complaints related to PowerDirect.
Notes
1 Reported figures represent complaints to the various state Ombudsman Offices that are provided to AGL for resolution. Enquiries, complaints referred to other agencies
or instances where the customer has been advised by the Ombudsman to contact AGL directly are not included.
2 All ActewAGL complaints are excluded.
3 Data from FY2010 to FY2012 includes Ombudsman complaints related to PowerDirect.
Legend
NSW
Vic
SA
Qld
Legend
AGL percentage
AGL’s market share