Shell Energy has been ranked number one for customer satisfaction in the Utility Market Intelligence (UMI) Survey for the 11th consecutive year1.
Shell Energy achieved 92% customer satisfaction in the 2021 UMI survey, matching its 2020 result. The UMI survey is undertaken every year in Australia by independent research company NTF Group and surveys large customers of major electricity retailers.
Customer satisfaction with Shell Energy remains industry-leading by more than 20+ points.
Shell Energy CEO Greg Joiner said: “The UMI results reflect our unwavering commitment to customer service, and support for customers to thrive through the energy transition.
“Our focus on getting the basics right with accurate, on-time billing and consumption data, speed of response and dedicated account management, coupled with our ability to help our customers access integrated energy solutions, makes Shell Energy a trusted partner for customers looking to get the most out of a complex and volatile energy market.”
Shell Energy’s products and services, delivered across a portfolio of electricity, gas, environmental products and energy productivity solutions, will continue to evolve in response to changing customer needs in their transition to a lower-carbon future.
1Utility Market Intelligence (UMI) survey of large commercial and industrial electricity customers of major electricity retailers, including Shell Energy (previously known as ERM Power) by independent research company NTF Group in 2011-2021. ERM Power was rebranded as Shell Energy Australia on 17 February 2021.
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