The Energy Consumer Sentiment Survey is a long-term project for Energy Consumers Australia. It is designed to provide information on household and small business consumer sentiment with a focus on the three key areas of satisfaction, confidence and activity. As the survey is undertaken every six months it tracks changes in sentiment over time and detects trends which can inform energy market and policy development in the long-term interests of consumers.
The June 2019 survey shows a general improvement in sentiment in most states and territories, compared with a low base 12 months ago.
- Satisfaction with value for money for electricity services is essentially unchanged in NSW and Victoria, but up in all other states and territories, most notably up 10% in Queensland (to 55%) and up 8% in South Australia (46%). This still leaves every states and territory behind all other comparable services compared in this survey.
- This upswing in household satisfaction with value for money outcomes is reflected in confidence the market is working in consumers’ interests most states steady or improving, off a low base. Queensland saw the biggest increase on this measure, up 15% to 36%.
- There is a mixed picture with the changes in household satisfaction with reliability (electricity), but nationally, 69% of consumers are satisfied on this measure – streaks ahead of satisfaction with value for money (47% nationally).
- Nationally, small businesses satisfaction with electricity on all measures is up relative to a year ago and the gap is closing with comparable services.