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Customers

Digital adoption

AGL has undertaken a number of initiatives to increase the percentage of Digital Active customers, including: mobile registration of customers with a Digital ID; creating new campaigns to increase awareness of our online channels and their features; improving the user experience of My Account and App energy usage; introducing Messaging and new Virtual Assistant capability for digital services; enhancing the personalisation of channels via PEGA software; and delivering push notifications into the App.

Metric

FY17

FY18

FY19

FY20

Number of active ebill users

1,540,000

1,815,000

2,053,753

2,285,158

Net Promoter Score (NPS) of digital channel

19

37

36

39

App and My Account Users

318,020

402,698

552,677

700,182

Digital ID (%)

40%

51%

67%

72%

Digital Active (%)

NR

15.5%

31.4%

37.1%

Notes

  • Number of active ebill users: the number of contracts assigned to ebill is calculated as the total number of customer services that receive an electronic bill, divided by the total number of customer services.

  • Net Promoter Score (NPS) of digital channel: consists of My Account, Online Sales, Move Tracker survey responses split by detractors, promoter and passives.

  • App and My Account Users: unique number of users across MyAccount and App (rolling 90 days).

  • Digital ID (%): Digital ID refers to a unique ID which separates each individual user (email). Digital ID % is calculated by total number of customers that have Digital IDs as a percentage of total number of customers marked as Residential and Consumer within SAP (excluding Staying Connected).

  • Digital Active (%): the percentage of contracts considered to be Digital Active as a proportion of total contracts (excluding Staying Connected customers). A contract is considered to be Digital Active if the customer meets Digital Active criteria (for example: receives eBill; most recent payment was digital; has Digital ID; has logged in to digital channels at least once within past 12 months; has called three or less times within past 12 months).

  • Data applies to energy customer services only and does not include Southern Phone customer services.

  • NR: Not reported

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