Energy Networks Customer Experience Benchmarking Program

Gather best-practice, independent and objective Voice of the Customer feedback, while working with others in the sector to make things better for customers.

Longstanding, independent and highly regarded CX research program

The Energy Networks Customer Experience Benchmarking Program (ECXB) is the only syndicated research program of its kind in Australia. Well established, flexible and affordable, it already has a number of different electricity, gas and renewables Distributors collaborating on ideal measures, sharing best practise improvement ideas and building capability.

By joining the Program you’ll not only be gathering invaluable data and information, but also working collectively with other Distributors to co-create a future reporting regime that will:

  • Inform your people, process and technology investments
  • Create robust, defendable data for the board and regulator.

Understand your service delivery through your customers and stakeholder’s eyes

This syndicated tracking and benchmarking research program allows you to understand your customer’s experiences – not just through the contact centre, but across service delivery of your operational teams and contractors. 

UNDERSTAND performance across different customer interactions with your team
MEASURE the value that your business is delivering to the community and track shifts year on year
IDENTIFY specific areas where change and investment is needed and adapt evolve as necessary
COMPARE your performance to other distributor businesses to see how you're really performing

Created by the sector, for the sector

The ECXB Program was created in partnership with a group of energy distributors and carefully designed to meet the industries evolving needs.

Unlike other CX assessment programs, it doesn’t take a one dimensional approach. Instead it assesses customer experience across a variety of different touchpoints – reflecting the customer’s whole journey with your company, providing you with the data and insights you need to improve, and a framework for collaborating with others to advance the sector.

Track CX across touchpoints…

  • Customer Service queries
  • New Connections
  • Load upgrades
  • Planned and unplanned interuptions
  • Vegetation Management
  • Street Lighting requests
  • Complaints

… and categories

  • Renewables
  • Gas
  • Electricity

….and customer segments

  • Domestic
    (residents – new or existing)
  • Commercial SMEs
    (Developer/Builder/Electrician/Gas Fitter)

Online interactive reporting - delve deeper into your data

No need to wade through pages of reports months after data is collected – get a clear view of how you’re performing with highly visual, easy to use, online dashboards that are updated within days of data being collected.

  • Generate reports on the fly.
  • Compare year-on-year historical data.
  • Journey stage benchmarking.*
  • Cross tabulation functionality* – perform your own analysis.
  • Add data from other sources to create a 3600 view.*
  • Extract and export data as you need.
  • Compare your performance to other distributor businesses.
  • Easily distribute data across your teams and align expectation.s

‘The CSBA team is really responsive and gives great advice about how to get the most from the program and to drive improvement’

‘If you’re serious about customer experience, you can’t afford not to be part of this program’

Andrew StanifordCCO AGIG

Download the Energy Network CX Benchmarking Program Info Pack

For more information and participation options.

Join a host of different gas and electricity distributors

As the leading, best practice, independent Energy Sector Customer Experience Benchmarking Program, a variety of different distributors across the country take part, including:

Want to know more about the Energy Networks
Customer Experience Benchmarking program?