Since becoming a new business on 1 December 2016, we've begun to change the way we engage with and respond to customers, making operational changes that put customers at the centre of everything we do.
Group discussions with a wide range of customer and stakeholder groups took place in Sydney CBD, Hurstville, Parramatta, Gosford, Newcastle and Singleton. The main objectives of this independent research were to explore and understand customer expectations and preferences and seek their feedback in relation to:
knowledge, interest and attitudes towards electricity
knowledge and perceptions of Ausgrid
expectations and preferences for Ausgrid to become a customer-centric distribution company
how Ausgrid can meet customer expectations at specific service touchpoints
Building on the insights gained in phase 1 and phase 2, an online survey with a representative sample of 2,362 Ausgrid customers including business, residential and 'vulnerable customers' was carried out between 18 August to 5 September 2017.
The main objectives of this research phase were to understand:
attitudes to electricity and community concerns
awareness, knowledge and perceptions of Ausgrid
the perception of Ausgrid’s service performance in key areas, e.g. reliable supply, restoring power after storm power outages, tree trimming, street light maintenance
our role and performance in providing relevant information and advice to customers
attitudes and preferences to potential tariff options proposed by Ausgrid
long-term customer interests and perceived fairness of pricing structure options
attitudes towards solar and new technologies, including barriers to their uptake
expectations around Ausgrid's long-term plans, with a focus on the 2019-2024 Regulatory Reset and Tariff Structure Statement (TSS).