#BetterTogether - COVID-19 Customer Vulnerability Research

Led by Jemena, ActewAGL, Energy Queensland, Essential Energy, Powershop and Simply Energy.

Energy Charter signatories Jemena, ActewAGL, Energy Queensland, Essential Energy and Powershop, together with Simply Energy, are collaborating with Deloitte to expand this research nationally in four quarterly rounds over 2020-2021. The insights will be leveraged to better understand customers impacted by COVID-19 and how the energy sector can help them. We are working closely with a Customer Outcomes Group to help strategically guide the research and outcomes.

Research Reports

Wave 2, COVID-19 Consumer Vulnerability Research - Quarter 1, March 2021

Research was conducted to understand the degree of customer vulnerability, as well as customers’ consumption and sentiment towards energy in the context of the COVID-19 pandemic, via survey between February 11th to February 21st 2021 which found:

  • 36% of people are optimistic about Australia’s economic direction
  • 50% of people agreed that COVID-19 had increased their stress levels
  • 41% of people on JobSeeker reported that financial stress keeps them up at night
  • 36% of people indicated that they are spending more on energy bills over the last 3 months
  • A range of survey responses are trending positively (when compared to Wave 1), pointing to signs of recovery
  • The pandemic has increased stress levels for many, and significant concern about the lasting impacts of COVID-19 will see that trend likely continue
  • The impacts of COVID-19 are being felt more significantly by vulnerable groups. But it is JobSeekers who are falling further into hardship
  • There is an upward trend in both those receiving and potentially needing support, in response to the increase in energy bills and the balancing of household spend

Download the snapshot placemat and full report below.

Full Report – Wave 2, Q1, Mar 2021

Snapshot Placemat – Wave 2, Q1, Mar 2021

CEO Insights Panel, Wave 2, Q1, March 2021

Wave 1, COVID-19 Consumer Vulnerability Research - Quarter 4, Dec 2020

Research was conducted to understand the degree of customer vulnerability, as well as customers’ consumption and sentiment towards energy in the context of the COVID-19 pandemic, via survey between October 23rd to November 2nd 2020 which found:

  • 20% of people have either had their working hours reduced or lost their job due to COVID-19
  • 37% of people have experienced a decrease in household income
  • 47% of people stated that 2020 has been a difficult year for them
  • 37% of people indicated that over the last 3 months, energy bills were the household item where their spending had increased the most
  • In the next 3 months, 24% of people are intending to reduce spending on essential items, and half will take conscious behavioural changes to use energy more efficiently
  • For people who are currently receiving or may need energy bill support, bill discounts and energy tips communicated on a monthly basis via email was the most preferred communication model

Download the snapshot placemat and full report below.

Snapshot Placemat – Wave 1, Q4, Dec 2020

Full Report – Wave 1, Q4, Dec 2020