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Customers

Digital adoption

AGL has undertaken a number of initiatives to increase the percentage of Digital Active customers, including: auto-assigning and registering customers with a Digital ID; updating calls-to-action across marketing materials; creating new campaigns to increase awareness of our online channels and their features; and providing follow-up communications with customers when they contact the call centre to provide information on how to use self-service via digital channels in the future.

Metric

FY17

FY18

FY19

Number of active ebill users

1,540,000

1,815,000

2,053,753

Net Promoter Score (NPS) of digital channel

19

37

36

App and My Account Users

318,020

402,698

552,677

Digital ID (%)

40%

51%

67%

Digital Active (%)

NR

15.5%

31.4%

Notes

  • Number of active ebill users: the number of contracts assigned to ebill is calculated as the total number of customer accounts that receive an electronic bill, divided by the total number of customer accounts.

  • Net Promoter Score (NPS) of digital channel: consists of both Group 2 and Group 3 MyAccount, Mobile Usage, Online Sales, Move Tracker survey responses split by detractors, promoter and passives.

  • App and My Account Users: unique number of users across MyAccount & App (rolling 90 days).

  • Digital ID (%): Digital ID refers to a unique ID which separates each individual user (email). Digital ID % is calculated by total number of contracts that have Digital IDs as a percentage of total number of contracts marked as Residential and Consumer within SAP (excluding Staying Connected).

  • Digital Active (%): the percentage of contracts considered to be Digital Active as a proportion of total contracts (excluding Staying Connected customers). A contract is considered to be Digital Active if the customer meets Digital Active criteria (for example: receives eBill; most recent payment was digital; has Digital ID; has logged in to digital channels at least once within past 12 months; has called 3 or less times within past 12 months).

  • NR: Not reported

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