How we surveyed
In December 2008, we emailed 30,000 of our subscribers in Victoria, SA, NSW and Queensland, inviting them to take part in an online electricity survey. We excluded gas, as the electricity market was the more competitive of the two. More than 3300 subscribers responded to questions that asked them:
- To rate their satisfaction with their current electricity retailer in terms of pricing and customer service
- Whether they had switched to another retailer, as well as why and how they did so
- Whether the ability to switch to another retailer had resulted in more or less satisfaction.