AusNet has a robust customer satisfaction (C-SAT) research program

At AusNet, we’re committed to listening to our customers. Our Customer Satisfaction (C-SAT) program is a key way we connect with you, tracking how satisfied you are with our services across all our distribution networks.

We use both numbers (ratings) and your own words (comments) to get a full picture. We reach out to gas and electricity customers who’ve had interacted with us during an outage (planned or unplanned), new connection (of a property, solar or battery) or for a complaint.

C-SAT is highly subjective. The needs, preferences and expectations of each customer are different and they are changing and rising all the time, following technological advancements, communications preferences and service trends.

When you answer the C-SAT survey, you might think about aspects of the interaction like how quickly we responded, how frequently you’ve have outages, how clear our communications were, the quality of the advice we provided, how tidy our crew left the site, how friendly our crew was, how convenient or otherwise the interaction was and/or many other aspects. In addition to the “headline” satisfaction question, we ask a range of follow-up questions to better understand which aspects of overall satisfaction we are performing well on, and what we can adjust to better satisfy you, our customers.

Evolving to meet customer needs

We previously ran our monthly survey by phone, with an external research company handling the calls. But as customer preferences changed, so did we. Since the beginning of 2025, you can complete our survey online, right after your interaction with us.

This shift brings big benefits:

• Customers choose how and when to take the survey
• All data is processed by AusNet
• We get feedback in real time, not just once a month
• Responses are more honest, as customers can be candid without talking to someone directly
• It’s quicker and easier to complete.

If you have experienced a planned or unplanned outage, new connection or complaints process you will receive an SMS or email containing an invitation to complete the C-SAT survey.

Why C-SAT matters

We keep a close eye on C-SAT results, reviewing feedback as it comes in and reporting it to leaders across AusNet. The feedback helps us understand what’s working, where we can do better, and where to invest to make real improvements for our customers. It also helps us spot trends early, so we can fix issues before they become bigger problems.

Our C-SAT scores are built into our key performance indicators (KPIs), supplier contracts, and even incentive schemes overseen by the regulator. We take customer experience seriously, not just because it’s the right thing to do, but because our business outcomes are directly tied to how satisfied you are. That’s how seriously we take delivering for our customers.