We know that the energy industry isn’t a crowd favorite amongst consumers. That’s why we’re stoked to take out the inaugural Canstar Blue award for Most Trusted Energy Provider nationally for 2020. But actions speak louder than words so we wanted to take this chance to share how we we’re awarded this title.
What does Canstar Blue classify as trust?
Canstar Blue defines a trustworthy retailer as those that perform well against the following principles. We’ve responded to each of these to give you some more info on what we do every day to make sure we gain and maintain that trust of our customers:
1. Won’t rip you off with high prices
We take energy affordability seriously – being able to find cost savings for our customers is an objective for every single part of our business. We offer fair and honest rates and layer this with access to technology and services (including our app and smart meter installation) to ensure better control and understanding of usage. We also invest in renewable generation to provide long term cost benefits to our customers.
2. Won’t put through sneaky price hikes
We’ve always believed in being transparent with our customers around any price changes (whether it’s up or down) and we’ve told them with as much notice as possible, rather than just in the required timeframe.
We also don’t try and attract new customers with shiny low rates while leaving our loyal customers on a crappy deal. And we don’t believe in hidden fees so you won’t find any sneaky nasties like exit fees or credit card fees.
3. Doesn’t make its plans unnecessarily complicated
The Powershop model offers two experiences depending on what works best for you. Powershop Shopper – for customer who wants to be a little more hands on with their energy retailer and bag some extra savings while they’re at it. And PowershopLITE – for customers who like to set, forget and let us take care of everything.
4. Will deliver good customer service when you need it
We have award winning customer service and we’re really proud of it. In fact, we also took out Canstar Blue’s awards for Most Satisfied Customers in Victoria for gas and electricity.
We work on the basis of the mum test – if we speak to our customers with as much patience, consideration and respect as we would our mums then we know we’re doing it right.
5. Takes its environmental responsibilities seriously
We’re Australia’s greenest power company as ranked by Greenpeace. We carbon offset 100% of our customers energy use at no extra cost to them and our parent company Meridian Energy is Australasia’s largest renewable energy generator. We invest in the uptake of clean energy and demand response to support a decarbonised energy system and we do not invest in dirty power, end of story. The more customers that join us, the more our positive environmental impact grows, helping us fight for a cleaner energy future.
6. Will generally do the right thing by its customers
Doing the right thing for our customers is two-fold. We empower our customers to take control of their energy usage with technology, innovative programs and insight, and in the same breath we advocate for them by setting a higher standard, supporting positive policy change and sharing industry knowledge. This is our commitment to our customers and it will always be front and center with everything that we do.
What does Canstar Blue have to say about us?
“Powershop proved a clear winner when it comes to trust, and interestingly its customers were found to be among the least trusting of the energy industry as a whole. This speaks to the relationship Powershop has with its customers, plus the type of customers that are interested in the provider’s model in the first place.” — Canstar Blue Editor-in-Chief, Simon Downes.
How were we measured?
Canstar Blue surveyed 7,495 Australian consumers who currently have an electricity account, and pay the bills.
- Canstar Blue asked consumers to rate their level of trust with their energy retailer on a scale from 0-10.
- Canstar Blue also asked how consumers would rate their level of trust with energy providers that aren’t their own and the energy sector more broadly.
If you were one of 7,495 consumers who took part in this market research with Canstar Blue, thank you! We’re thrilled to know we’re on the right track and that you trust us. If you’re new to the idea of Powershop, we hope our examples of trust building with our customers and what we stand for will woo you to the pink side.