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Customer satisfaction research

Overview

The Energy Ombudsman Queensland was established on 1 July 2007 as a free and independent dispute resolution service for Queensland’s energy consumers. On 1 January 2011, the Energy Ombudsman Queensland was restructured into the Office of the Energy and Water Ombudsmen (EWOQ). The core goals of EWOQ are to provide a free, fair, accessible, accountable, effective and independent dispute resolution service that meets the diverse needs of all domestic and small business electricity, water and reticulated gas customers, and energy and water suppliers, in Queensland.

At the establishment of the scheme in 2007 there was a requirement that the performance of the scheme be assessed within the first three years of operation. In 2010, Colmar Brunton was commissioned to conduct a full performance review, with the customer satisfaction component of this research separately re-commissioned in 2011. Colmar Brunton were commissioned in 2013 to conduct a subsequent wave of the customer satisfaction research as a part of an independent review of EWOQ, and have again been commissioned in 2015 for another wave. The purpose of this research was to understand how well EWOQ is performing both against industry standard benchmarks and in comparison to the last waves of customer satisfaction research in 2011 and 2013.

This quantitative research was conducted using a Computer Assisted Telephone Interview (CATI) methodology. The research was conducted between 1 October and the 25 October 2015, and was designed to include all residential and business customers of EWOQ for the period of 1 March 2015 to 31 August 2015, starting with the most recent customers first (the sample for Sanctuary Energy and Small Business Investigations went back further due to a limited sample volume). This method is consistent with the 2010, 2011 and 2013 waves of research to ensure historical comparability.

This report presents the full findings of this research.

Previous Customer satisfaction research

In 2010, Colmar Brunton Research was commissioned to conduct a performance review, some of the results of which will be interspersed when appropriate throughout this report. While the EWOQ made a commitment to conduct a performance review every two years the decision was made to revisit the customer satisfaction component of this research in 2011. The decision to bring the survey forward was due to there being a need to assess how well the Referral to Higher Level (RHL) process was working. Introduced in July 2009, this process had not been the subject of a customer survey.

Again, Colmar Brunton Research (CBR) was commissioned to conduct this independent review.

The purpose of this research was to understand how well the EWOQ is performing both against industry standard benchmarks and in comparison to the last wave of research.

This quantitative research was conducted using a Computer Assisted Telephone Interview (CATI) survey of customers. The research was conducted between 24th of October and 6th November 2011 and was designed to include residential and business customers of EWOQ for the period 1 January 2011 to 30th June 2011. This method was consistent with the 2010 wave of research to ensure historical comparability.

This report presents an overview of the 2011 research findings.

In August 2012, the Advisory Council to the Energy and Water Ombudsman Queensland (Council) accepted the Ombudsman’s recommendation that the Council conduct an independent review in 2013. As part of this review Colmar Brunton was commissioned to conduct a Customer Satisfaction Survey. This quantitative research was conducted using a Computer Assisted Telephone Interview (CATI) survey of customers. This method was consistent with the 2010 and 2011 wave of research to ensure historical comparability.

This report presents an overview of the 2013 research findings.