Steve Rogers on what keeps Shell Energy in top satisfaction spot for the 15th year

For 15 consecutive years, Shell Energy Australia’s B2B retail electricity business has been ranked the industry leader for customer satisfaction from large businesses in the independent Utility Market Intelligence (UMI) survey.

We sat down with Steve Rogers – Executive General Manager for B2B Retail – to discuss Shell Energy’s continued customer satisfaction legacy and why our commitment to making energy as simple as possible has proved to be a consistent formula to rank us number one, 15 years in a row.

Q. If you had to name just one factor for our customers’ continued satisfaction with us, what would it be?

Most people would say, we have an electricity contract with XYZ, but the big difference with our customers would be that they would say, Eneli or Anthony looks after me at Shell Energy. Every single one of our customers has a dedicated account manager, which is not the norm in our industry, and means you’re always dealing with a person who knows your business. This is a cornerstone of our customer service proposition.

Q. We’ve been ranked the leader in customer satisfaction for over a decade now. How do you think we can continue to maintain that legacy in an always-changing energy environment?

Large business customers have ranked us as number one in customer satisfaction for 15 years in a row now and we don’t take that for granted.

It’s embedded in our culture that we always do what we can to honour that continued support by offering dedicated account service and investing in new solutions to give our customers greater flexibility when it comes to energy.

Q. Interestingly, the UMI found satisfaction with Shell Energy’s pricing transparency has gone up year-on-year. What is driving that?

We are laser-focused on every single pricing response that goes out and are always asking questions like: “Okay, what’s the feedback?”, “How can we do better?”

We also make sure the whole team is across what’s happening in the wholesale energy market and are well-positioned to get the best price possible for customers.

Q. Energy can form such a large component of the cost stack for a large business. What are other ways to reduce costs apart from going out to market for a new contract?

At Shell Energy, we’re focused on looking at what else we can do to provide value for our customers as well as help them meet their sustainability targets.

For example, our innovative contracting options such as Strategically Timed Energy Procurement (STEP) Online or STEP Index, could potentially save a lot more money for customers than running a tender to the market and fixing prices at a point in time.

Our complimentary Network Tariff Optimisation (NTO) program, where we regularly review network charges, could potentially save customers a substantial amount of money. If we identify potential savings that could be realised by changing to a different tariff, our account managers will let their customers know and arrange for a request to be made to the network provider for their tariff to be changed. We can save customers a lot of time trying to navigate the complexities of tariff structures.

Finally, if you’re interested in renewable energy, there are conversations we can have about whether a solution like Renewable Energy Contracting Options (RECO) could help you meet your sustainability requirements in a quick and simple way.

We’re always happy to have a conversation and see what we can do for you.

*Utility Market Intelligence (UMI) survey of large commercial and industrial electricity customers of major electricity retailers, including Shell Energy by independent research company NTF Group in 2011-2025.