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36<br />
Satisfied community<br />
Exceptionally strong results were achieved in our<br />
community satisfaction survey of local councils,<br />
business and community representatives. In the March<br />
to June 2005 quarter, the overall satisfaction rating was<br />
95 per cent, a result which has also been maintained for<br />
the past three quarters. In all five performance aspects<br />
– customer service, citizenship, corporate capability,<br />
partnering and products – we scored more than 92 per<br />
cent. The average overall score for all eight regions was<br />
up this year, when compared to 2003-2004.<br />
2004-2005 target – 90 per cent rating – community<br />
satisfaction survey<br />
Outcome – 90 per cent community satisfaction<br />
Future goals – 90 per cent community satisfaction.<br />
Trusted brand<br />
As a brand Country <strong>Energy</strong> is relatively new, yet<br />
we enjoy 100 per cent brand awareness across our<br />
network area, with positive ‘brand associations’ around<br />
trustworthiness, responsiveness and overall reputation.<br />
Our positive reputation goes beyond our franchise<br />
area, as a survey of Victorian retail customers showed<br />
similar results. We are now recognised as a leading<br />
brand in the electricity market, with above average<br />
‘brand associations’. Commercial customers rate<br />
our ‘dedicated account management’ and ‘tailored<br />
services’ 10 per cent above the market average and our<br />
‘commitment to rural and regional communities’<br />
far higher than the market average.<br />
2004-2005 target – 95 per cent brand awareness<br />
Outcome – 100 per cent awareness<br />
Future goals – 95 per cent awareness.<br />
Images most associated with own primary electricity retailer<br />
Value for money<br />
45%<br />
53%<br />
Dedicated account management<br />
42%<br />
53%<br />
Tailor their services to your business<br />
37%<br />
47%<br />
Provides advantages for your business<br />
37%<br />
46%<br />
Puts customers first<br />
Best energy management solutions<br />
34%<br />
30%<br />
38%<br />
48%<br />
Commitment to rural / regional communities<br />
30%<br />
62%<br />
Foremost provider of dual fuel<br />
Innovative<br />
Green energy alternatives<br />
Over priced<br />
Under resourced<br />
Difficult to deal<br />
8%<br />
6%<br />
10%<br />
11%<br />
15%<br />
16%<br />
17%<br />
24%<br />
24%<br />
31%<br />
23%<br />
28%<br />
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%<br />
% of respondents per primary retailer<br />
Total market<br />
Country <strong>Energy</strong><br />
Source: © Prepared for Country <strong>Energy</strong> by Utility Market Intelligence 2004<br />
COUNTRY ENERGY ANNUAL REPORT 2004–2005
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