#BetterTogether – COVID-19 Customer Vulnerability Insights – Wave 1, Q4, 2020

Energy Charter signatories Jemena, ActewAGL, Energy Queensland and Powershop, together with Simply Energy, are collaborating #bettertogether with Deloitte to research the impacts of COVID-19 on our customers and communities. 

The research is being conducted in four quarterly rounds over 2020-2021. Insights will be leveraged to better understand customers impacted by COVID-19 and how the energy sector can support them.

Wave 1, Quarter 4 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. The national survey across 3,000+ people found:

  • 20% of people have either had their working hours reduced or lost their job due to COVID-19 and 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, a quarter 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

The snapshot placemat and full report are now available on Energy Charter website.