ERM Power – now Shell Energy – again ranked No 1 for customer satisfaction

ERM Power – now Shell Energy – again ranked No 1 for customer satisfaction

ERM Power, known from today as Shell Energy, has been ranked number one for customer satisfaction in the Utility Market Intelligence (UMI) Survey for the eleventh consecutive year.

Acquired by Shell in November 2019 to build on its power and gas ambitions and support business customers through the energy transition, ERM Power achieved 92% customer satisfaction in the annual UMI survey, taking the accolade into its launch today as both a power and gas retailer and wholesaler – Shell Energy.

Shell Energy is the second largest electricity provider to commercial businesses and industrials in Australia by load1. Large gas and electricity retail and wholesale operations position the business to help commercial and industrial customers navigate the energy transition and work toward their decarbonisation goals.

Shell Energy CEO Greg Joiner said market-leading customer satisfaction – underpinned by speed of response and understanding of energy requirements for commercial and industrial energy users – provided a strong point of difference for the company, complementing a broad portfolio of energy products and services.

“The latest UMI survey results also reinforce the importance of getting the basics right for customers – providing useful, accurate billing and consumption information to save them time, helping them to reduce energy consumption, and responding to their queries quickly through a dedicated account management team.”

“As Shell Energy, our capability in electricity and gas is backed by deep understanding of the sectors we focus on, service levels that reduce administration costs for customers and energy solutions expertise in managing risk, reducing consumption and tailoring cleaner energy solutions,” Mr Joiner said.

Shell Energy offers energy management solutions and innovation across a portfolio of gas, electricity, environmental products and energy productivity to commercial and industrial businesses.
Mr Joiner said designing and delivering products and services that help large energy users decarbonise was a key focus for Shell Energy, as it assembles the building blocks of a cleaner energy system in Australia.

“Shell’s goal is to create a better energy future. The world needs to move to a cleaner energy system if it is to meet growing energy demand while tackling climate change, but it needs to be anchored in the practicalities of how customers operate.”

“Our products and services respond to the rapidly changing needs of our customers, driven by the transition to renewable energy generation. With deep experience on both the supply and demand side of the energy equation, Shell Energy is uniquely placed to partner with large energy users to make the complex simple, optimise energy efficiencies to drive cost savings and advance future-facing goals like net zero carbon.”

For Shell Energy, the Australian market offers a compelling combination of strong growth in renewables, adjacency of gas as a complementary energy source, and customer demand for low-carbon energy solutions.



Shell Australia Media: +61 417 007 344

Notes to Editors:

    • Shell Energy is the second largest electricity retailer to commercial and industrial users in Australia by load, based on publicly available data.
    • The UMI survey is undertaken every year in Australia by independent research company NTF Group and surveys large customers of major electricity retailers.
    • The UMI survey for 2021 revealed a 92% satisfaction rating for customers of ERM Power (now Shell Energy) – 26% higher than the next best performing retailer.2

About Shell Energy in Australia

Shell Energy is Australia’s largest dedicated supplier of business electricity. We deliver business energy solutions and innovation across a portfolio of gas, electricity, environmental products and energy productivity for commercial and industrial customers. The second largest electricity provider to commercial and industrial businesses in Australia1, we offer integrated solutions and market-leading2 customer satisfaction, built on industry expertise and personalised relationships. We also operate 662 megawatts of gas-fired peaking power stations in Western Australia and Queensland, supporting the transition to renewables, and are currently developing the 120-megawatt Gangarri solar energy development in Queensland.

Shell Energy Australia Pty Ltd and its subsidiaries trade as Shell Energy.

1 By load, based on Shell Energy analysis of publicly available data.
2 Utility Market Intelligence (UMI) survey of large commercial and industrial electricity customers of major electricity retailers, including ERM Power (now known as Shell Energy) by independent research company NTF Group in 2011-2021.

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