The value of service: ERM Power ranks number one for customer satisfaction

ERM Power has been ranked number one for customer satisfaction in the Utility Market Intelligence (UMI) Survey for the ninth consecutive year, confirming the value of service when it comes to helping customers manage their energy needs.

The UMI survey is undertaken each year by independent research company NTF Group and surveys large customers of major electricity retailers.

The survey revealed a 94 per cent satisfaction rating for customers of ERM Power – 21 points higher than the next best performing retailer.

This is the highest satisfaction rating in the history of the survey, and the second time we’ve achieved this record result.

Customers cited billing accuracy and account management as core contributing factors to their level of overall satisfaction.

ERM Power Executive General Manager Energy Retail Steve Rogers said supporting businesses through the energy transition was critical to giving them greater choices in the way they manage a complex and volatile commodity.

“As experts in energy, we’re focused on staying ahead of the energy market, understanding the challenges faced by businesses and helping them meet their strategic energy objectives,” he said.

The results follow recent findings where ERM Power commissioned PwC to survey over 160 commercial and industrial organisations to identify the attributes they value the most in their energy retailer. The report found that while price is important, there are other significant factors that shape customer choice when it comes to contracting business energy.

A remarkable 41 per cent of respondents left leaving their energy retailer for reasons other than price. Key values described by large business energy users surveyed found that outside of price, billing performance is the most important factor when selecting a retailer.

Mr Rogers said Australian businesses should consider service when next comparing contract prices and looking at the overall costs of energy.

“Having been number one in customer satisfaction for the past nine years running, and with 99.99% billing accuracy, we know ERM Power has what it takes when it comes to delivering great service,” Mr Rogers said.

“Providing outstanding service starts with truly understanding what customers value, and we pride ourselves on being the best at that too. We think a lot about what drives customer satisfaction and we understand that business owners and managers want to get on with running their business, not worrying about energy.”


For further information

Tracey Palmer
Phone: +61 7 3021 3266
Mobile: +61 438 310 539
Email: [email protected]

About ERM Power

ERM Power (ERM) is a subsidiary of Shell Energy Australia Pty Ltd (Shell Energy). ERM is one of Australia’s leading commercial and industrial electricity retailers, providing large businesses with end to end energy management, from electricity retailing to integrated solutions that improve energy productivity. Market-leading customer satisfaction has fuelled ERM Power’s growth, and today the Company is the second largest electricity provider to commercial businesses and industrials in Australia by load1. ERM also operates 662 megawatts of low emission, gas-fired peaking power stations in Western Australia and Queensland, supporting the industry’s transition to renewables.

1 Based on ERM Power analysis of the latest published information.