CER SME Gas Market Survey Results 2014 Prepared for: Prepared by: April 2014 &

CER SME Gas Market

Survey Results 2014

Prepared for:

Prepared by:

April 2014

&

2

Background

● Electricity and Gas SME surveys conducted during March 2014

Total of 400 electricity and 250 gas interviews completed

Margin of error on a sample size of 400 is 5% and 6% on a sample of 250. For smaller subsamples the margin will be greater.

● Survey data collection methodology was Computer Assisted Telephone Interviewing (CATI)

Survey length of approximately 20 minutes

● Respondents were decision makers for electricity or gas supply related issues within the organisation

Included both private sector and public sector, government organisations and sole traders

● The final respondent set comprises a broadly representative of the SME sector organisations with fewer than 250 employees in Ireland

Sample was quota controlled on number of employees and region. A spread across sector NACE code was also ensured.

Respondent & Market Profile

4

Respondent profile(Base: All Gas SMEs - 250)

● Population of respondents is spread across different business sizes in the SME gas market

● There is a higher representation of the <5 employee category compared with previous measurement

Number of employeesNACE 2012 2013 2014

Agriculture, forestry and fishing 1% 2% -

Industry Mining and quarrying Manufacturing

6% 5% 6%

Construction 6% 6% 3%

Wholesale and retail trade; repair of motor vehicles and motorcycles

18% 14% 11%

Business and Professional Services 19% 14% 25%

Public administration and defence; social security, Education Human health and social work activities

29% 16% 20%

Other Transportation and storage 2% 2% 2%

Accommodation and food service activities Leisure hotels Arts, entertainment and recreation

8% 13% 19%

Other service activities 7% 24% 6%

Activities of extraterritorial organisations and bodies

4% 5% -

Charity - - 8%

0-5 6-10 11-50 51-100 101-250

8%

18%

49%

12% 14%

9%

16%

50%

12% 13%

26%

16%

39%

8%

9%

2012

2013

2014

5

Respondent profile(Base: All Gas SMEs - 250)

● Respondents sought for survey were those responsible for gas supply related issues – responsibility is dispersed across many different roles within SME organisations

The highest role proportion is the managing director/finance director role

Acc

ounta

nt

Financi

al m

anager/

dir

ect

or

Opera

tions

manager

Main

tenance

manager

Managin

g d

irect

or

Offi

ce M

anager

Adm

inis

trato

r

Oth

er

17% 17%

8%

4%

13%15%

10%

16%

11%

18%

11% 9%

18%

10%12%

10%

2013 2014

Role of Respondent

RespondentOther/ shared

Nobody

2013 2014 2013 2014 2013 2014

Paying the bill 86% 78% 13% 23% 1% -

Monitoring the level of usage

82% 86% 13% 8% 4% 7%

Reducing the size of the bill

85% 88% 12% 12% 3% 3%

Deciding on the tariff that suits your organisation

80% 80% 19% 20% 1% 5%

Making changes to your account

83% 86% 16% 17% 1% 2%

Billing details, payment methods etc

88% 78% 12% 24% 0% 1%

Deciding on which energy supplier will be used

79% 86% 20% 22% 1% 1%

6

Expenditure on gas(Base: All Gas SMEs - 250)

Annual expenditure on gas (€)

● Average expenditure on gas as a percentage of non-wage costs was 6.3% (2013:7%)

47% of respondents provided an answer to this question reflecting a combination of sensitivity and knowledge

● Average annual expenditure was €49,956 (2013: €47,224)

This included a small number of large consumptions

81% of respondents provided an answer to this question

Expenditure on gas (% of non-wage costs)

1%-5% 6%-9% 10%-14% >14%

54%

30%

12%

4%

57%

18%

8%

16%

70%

7%12% 10%

2012 2013 2014

<1,500 <2,500 <5,000 <10,000 10,000+

17%

12%

19% 19%

34%

22%

8%

23%

14%

31%

17%

12%

19%

21%

32%2012 2013 2014

Excluding don’t knows

7

Energy management: Cost and Usage Reviews(Base: All Gas SMEs - 250)

● Business’ most commonly review both cost and usage annually

There has been a continued decline in the proportion stating they review usage annually, with minor increases in more frequent reviews

● A total of 19% of SMEs never review usage, while 11% claim to never review cost

Frequency of gas cost and usage reviews

Cost Usage

2012 2013 2014 2012 2013 2014

Annually 63% 68% 57% 53% 63% 37%

Every three months 10% 10% 4% 11% 10% 8%

Every two months 4% 5% 8% 5% 5% 7%

Monthly 9% 6% 8% 10% 6% 15%

Don't know 5% 4% 1% 6% 5% 3%

Never 9% 8% 11% 15% 10% 19%

Other 10% 12%

8

Market share: SME gas suppliers(Base: All Gas SMEs - 250)

● Proportions weighted to be representative by market share

● Satisfaction with service by Supplier is high at 79%

Market Share of each supplier based on CER data Satisfaction with service by Supplier in supporting the business

8

1% 2%

19%

41%

38%

Very Dissatisfied

Dissatisfied

Neither Satisfied nor Dissatisfied

Satisfied

Very Satisfied

7%

43%

7%

25%

16%

3% 1%

Electric Ireland

BGE

Airtricity

Flogas

Energia

Vayu

Don't know

9

Satisfaction with SME gas suppliers(Base: All Gas SMEs - 250)

● Satisfaction with service by Supplier has declined marginally compared with previous measurements

Bord Gais Airtricity* FloGas Electric Ireland* Energia*

88%84%

90%

80%84%

100%

82% 80%

75% 73% 77%

94%

85%

2012 2013 2014Satisfaction with service by Supplier

9

* Small sample size

Unweighted Base Size: (93) (28) (61) (18) (29)

* Caution small base

10

Bill Delivery and Frequency(Base: All Gas SMEs - 250)

● Majority of SME’s receive their bill by post with evidence of a continued increase in the website channel

● Lower reporting of monthly bill frequency, with increases in the reporting of a two month bill frequency


86%70%

81%98%

80%

16%

27%19%

8%

17%

6%27%

2%0% 9%

Post Email Website

Bill delivery channel

2012 2013 2014

84% 85% 82%

13% 12%19%

2% 3% 6%

Post Email Website

Bill delivery channel – by Supplier

Bill Frequency 2012 2013 2014

Monthly 56% 69% 47%

Two Monthly 37% 28% 50%

Quarterly 5% 3% 1%

Other 2% 0% 3%


11

Payment Record and Arrears(Base: All Gas SMEs - 250)

Stated bill payment record by SupplierStated bill payment record

● 94% of SMEs claim to pay on time and in full, a decrease on previous measurements

● This continued high rate may reflect a ‘broad’ interpretation of what constitutes arrears and perhaps some reluctance to disclose such sensitive information

2012 2013 2014

98% 99% 94%

2% 1%3%

0% 0% 2%

Paid on time/in full

Sometimes in arrears, but not currently

Currently in arrears

Bord Gais

Airtricity* FloGas Electric Ireland*

Energia*

Paid on time and in full

93% 94% 97% 100% 95%

Sometimes in arrears, but not currently

2% 3% 2% - 5%

Currently in arrears

4% 3% 2% - -

Refused 1% - - - -


Competition & Deregulation

13

Perceptions of price change over time(Base: All Gas SMEs - 250)

48%

10%

30%

12%

Has the price charged by your supplier changed in the last year?

Increased Decreased

Same Don't Know

● Just under half the SME respondents perceive that there has been an increase in the price charged by their supplier in the past 12 months

● This is most noteworthy in the case of Bord Gais Energy, where 60% held that perception


12% 9% 12% 12% 15%

22%22%

37%42% 32%

6% 12%

7%

10% 24%

60% 56%45%

37%29%

IncreasedDecreasedSameDon’t know


14

Agree with statement

2012 2013 2014

The cost of gas is a significant business challenge for my business 56% 57% 50%

The cost of gas puts my business at a competitive disadvantage to businesses based in other EU countries.

32% 33% 21%

Impact of gas cost on business and competition(Base: All Gas SMEs - 250)

● The response is not characterised by an excessive concern with the impact of the cost of gas on EU level competitive activity, with 79% either neutral or disagreeing that their business is put at a competitive disadvantage due to the cost.

15

Awareness of competitors

● Unprompted awareness reflects top of mind presence in the consumer mind and provides a good estimate of perception of competitive activity in a market

● 87% mentioned Bord Gáis (or related name) 48% mentioned Airtricity in 2014, down from 54% in 2013.

● Mention of Electric Ireland increased to 45% from 35% in 2013

15Unprompted awareness of Natural Gas Suppliers

Bord Gais Airtricity Flogas Energia Electric Ireland

Vayu

87%

48%

37%46% 45%

6%

Supplier Named - Unprompted 2012 2013 2014

Bord Gais (etc) 79% 85% 87%

Airtricity 34% 54% 48%

Flogas 33% 39% 37%

Energia 30% 34% 46%

Electric Ireland 23% 35% 45%

Vayu 6% 5% 6%

(Base: All Gas SMEs - 250)

16

Satisfaction with Aspects of Competition(Base: All Gas SMEs - 250)

16

Level of Competition

Quality of Competition

Range of Offers

● Notable decline across all metrics of competition, in particular Satisfaction with Range of Offers.

● The drop in satisfaction scores indicates consumers disengagement with competition as neither /nor scores have increased vs. 2013.

● Relatively low levels of Satisfaction with Competition articulated by SME sector

6%

38%

16%

27%

7%11%

25%

43%

11% 8%

20132014

V.satisfied Satisfied Neither Dissatisfied V dissatisfied

4%

37%

18%

25%

7%5%

25%

39%

22%

8%

20132014

V.satisfied Satisfied Neither Dissatisfied V dissatisfied

4%

29%

23%27%

6%5%

14%

40%

28%

11%

20132014

17

Awareness that prices are not regulated(Base: All Gas SMEs - 250)

● There is a comparatively low level of market knowledge amongst the SME respondents, with 61% not aware that prices are no longer regulated

● There is very little variation by supplier for this measure

Aware of non regulation of price

2012 2013 2014

Aware 32% 36% 24%

Somewhat Aware

6% 6% 15%

Not Aware 62% 58% 61% Bord Gais Airtricity* FloGas Electric Ireland* Energia*

25%38%

23% 24% 21%

12%

17%

17% 9%21%

63%45%

60% 68%58%

Aware Somewhat Aware Not Aware

Aware of non regulation of price, by Supplier

Q: Are you aware gas prices charged by suppliers are not regulated which means that suppliers can set their prices at whatever level they choose?


18

Improvement and Dis-improvement since Deregulation(Base: All Gas SMEs - 250)

Cost of Gas

2012 2013 2014

Improved 25% 30% 27%

Dis-improved 34% 22% 19%

Level of service provided by suppliers Level of innovation in services provided by suppliers

Responsiveness of suppliers to business needs

Range of options available by suppliers to business customers

Ability of businesses to select supplier that best meets their needs

2012 2013 2014



2012 2013 2014



2012 2013 2014



2012 2013 2014



2012 2013 2014



19

Contact by Suppliers(Base: All Gas SMEs - 250)

● On average, SME respondents recall higher levels of contact from competitors to their gas supplier, with increased in the level of both mail and business visit contact

41%

59%

Contacted by other supplier with a view to switching in

the past 12 months

Yes

No

Contact Channel

2012 2013 2014

Phone23% 28% 26%

Mail 7% 6% 9%

Business visit 15% 11% 23%

2013- Yes: 35% No: 65%

20

Awareness and understanding of offers available(Base: All Gas SMEs - 250)

● There is an increase in the proportion of respondents indicating that they are not aware of other offers, of which SME’s might avail

● There has been no change in the level of understanding of those in the Some/Mostly/Full categories

Level of understanding of other offers

2012 2013 2014

No/Small Understanding 18% 25% 13%

Some understanding 27% 18% 16%

Mostly/Fully understand 28% 37% 34%

Not aware of the offers available 26% 20% 37%

Level of understanding of offers x supplier

Q: Thinking about the different offers available from gas suppliers, please rate your understanding of the offers available.?


15% 13% 10%

29%

8%

14%33%

15%

20%

12%

26%

24%

48%

36%

43%

46%29% 26%

16%

38%

No/small understanding Some understandingMostly/full understanding Not aware


21

21

Ease of comparison of other offers

13%

9%

18%

10%14%

36%

Very difficult Difficult Neither easy nor difficult

Easy Very easy No comparison attempted

Awareness and understanding of offers available(Base: All Gas SMEs - 250)

● The comparatively low level of market understanding is confirmed in the high proportion of SME’s (over 1/3) who report that they have not compares offers

● The ease of comparison of offers has decreased by 6% since 2013

Ease of comparison of other offers

2012 2013 2014

29%30%

24%

Switching

23

23

36%

18%

19%

27%

Never Once Twice More than twice

Gas Switching experience – level of switching(Base: All Gas SMEs - 250)

● The reported rate of switching, within the past 12 months, has increased form 16% in 2013 to 22% in 2014. While the total amount of SMEs who have ‘ever’ switched gas supplier is now at 64%.

● The proportion of SME’s who indicate that they have never switched has decreased to 36% from 46% in 2013 - just over 70% of Bord Gais’s SME respondents report that they have never switched supplier.

● Amongst the switchers, 34% have switched once or more than once on the last 12 months (84% of these switched more than 3 months ago) and 18% reported that they had switched back to a previous supplier.

How many times have you switched gas suppliers – by supplier?How many times have you ever switched gas suppliers?


71%

14% 9% 14% 9%

15%

15% 30% 24%14%

8%

19%

27% 35%

29%

7%

51%33%

28%

49%



24

24

Among switchers, which supplier did you consider switching to?

Switching experience – level of switching for gasBase: All who switched supplier in past 12 months - 59

● In general SME’s that report having switched tend to look at a number of other suppliers, with Flogas exhibiting a slightly different pattern in

Among switchers, considered switching to:

Current Customers of:

Bord Gais* Airtricity* Flogas*Electric Ireland*

Energia*

No other supplier considered 24% 21% 19% 39% 16% 7%

Electric Ireland 27% 21% 41% 15% 72% 24%

Bord Gais 43% 21% 33% 33% 56% 67%

Airtricity 34% - 47% 30% 45% 42%

Energia 37% 48% 57% 21% 29% 49%

Vayu 9% - 33% 10% 12% -*Small base size

25

Gas - Switching Package/option with existing supplier

● Among non switchers, 14% reported changing package to avail of discounts related to direct debit or online billing

14%

86%

For Non switchers - Changed the package with existing supplier – e.g.

for a better discount (Base: Did not switch last 12 months –

191)

Yes No


26

Gas - Changing Payment channel and Bill frequency with existing supplier(Base: All Gas SME – 250)

● Comparatively low levels of engagement in the areas of changing bill frequency and payment channel, but similar to previous years

3%

97%

Yes No

Q: Have you changed the payment channel or frequency of payment in the past 12 months

(* Question reworded during fieldwork)

27

27

How many times have you switched Electricity suppliers?

28%

26%18%

28%


Switching experience – level of switching among SME gas customers with Electricity(Base: All Gas SME – 250)

● The level of switching for an alternative supplier of electricity among SME gas customers, is comparatively high with 46% indicating they had switched at least twice

● Of these, 34% switched in the past 12 months

● Of those SME’s who did not switch, 37% considered switching to an alternative electricity supplier

Bord Gais Airtricity* Flogas Electric Ireland* Energia*

50%

8%16% 12% 10%

29%

39% 19% 24% 26%

9%

22%

18%

35% 25%

12%32%

47%30%

39%

Never Once Twice > Twice

How many times have you switched Electricity suppliers – by supplier?

28

Gas – Switching consideration(Base: All non-Gas switchers – 191)

Switching consideration:

Considered switching Contacted alternative supplier

16%

35%38%

47%2013 2014

● Increase noted in both the category of SME’s who considered switching and of those, the proportion who contacted an alternative supplier

Switching consideration – by supplier?


39% 43% 42%54%

23%

57% 46%39%

23%

31%

Considered switchingContacted alternative supplier


29

Gas Switching – Dual Fuel vs Non Dual Fuel

● Those on dual fuel are more likely to have switched gas suppliers, with 2 in 5 dual fuel customers switching gas suppliers more than twice.

How many times have you switched gas suppliers?

All Dual Fuel (Base: 68) Non Dual Fuel (Base: 182)

23%41%

18%

19%17%

19%42%

21%

Never Once Twice > Twice

30

Gas – Reasons for switching, amongst switchersBase: All switched supplier in past 12 months – 49*

Top 5 reasonsImportant

Not Important

2013 2014

2013 2014

To achieve a reduction in the total cost of electricity 68% 92% 12% 4%

The previous supplier had recently announced a price rise 40% 51% 44% 35%

My business’ bill increased in size because my previous supplier had increased prices 36% 50% 48% 37%

To avail of a combined offer for electricity and natural gas 24% 38% 48% 49%

The new supplier offered greater assistance on energy reduction initiatives 37% 37% 48% 46%

● Among SME’s using natural gas, the Top 5 considerations for switching focus on the quest for a reduction in cost


31

Gas – Reasons for switching, amongst switchersBase: All switched supplier in past 12 months – 49*

ImportantNot

Important

2013 2014 2013 2014The new supplier offered a more flexible tariff structure

40% 36% 40% 37%I expected the customer service from the new supplier would be better 20% 34% 52% 51%My business was not satisfied with the service provided by our former supplier 24% 27% 52% 65%I was unhappy with the service I have received from my former supplier 24% 20% 48% 69%

To get more information on electricity usage16% 15% 56% 59%

I preferred the online billing option from my new supplier28% 14% 48% 69%

● Additional considerations for switching include increases in the relevance of meeting service expectations


32

Gas – Reasons for switching back to old supplier, amongst switchersBase: All switched back to previous supplier – 10*

Top 6 reasons: ImportantNot

Important

To achieve a reduction in the total cost of electricity 94% 0%

The business expected to get more savings by returning to my original supplier 94% 0%

To avail of a combined offer for electricity and natural gas 62% 24%

The price the business received from my new supplier was not as good as I had expected 43% 43%

My business’ bill increased in size because my previous supplier had increased prices 29% 64%

The previous supplier had announced a price rise 35% 59%

● Top 6 reasons for returning to the original supplier all relate to price considerations


33

Gas – Reasons for switching back to old supplier, amongst switchersBase: All switched back to previous supplier – 10*

Other Reasons cited ImportantNot

ImportantThe business was not satisfied with the service provided by our new supplier 24% 57%

The service from the new supplier was not as good as the service received from my original supplier 16% 65%

I preferred the online billing option from my original supplier 13% 87%

The business’s original supplier offered greater assistance on energy reduction initiatives 10% 62%

The original supplier offered a more flexible tariff structure 10% 62%

I did not find the bill of my new supplier understandable 0% 85%

I did not like the frequency with which I received a bill 0% 94%

● Top amongst non price considerations in the decision to return to the original supplier is service falling short of expectations


34

Understanding of Discount agreement(Base: All switched last 12 months – 59)

Price Guarantee Period

2012 2013 2014

22%

10% 7%

2%

0%0%

2%

0% 6%

2%

0%0%

37%

58%

68%

7%8%

6%

0%3%

2%28%21%

11%

No guarantee 3 months 6 months

9 months 1 year 2 years

< 2 years Don’t know

Q: Are How long does the discount offered when you switched last for?

NO restrictions on future switching?

2012 2013 2014

37%30%34%

Period of restriction

2012 2013 2014

6 months 0% 8% 3%

1 year 93% 75% 88%

2+ years 7% 8% 7%

Don’t know 0% 8% 2%


35

Gas – Non Switchers – reasons for not switchingBase: All non switchers - 191

Top 7 reasonsImportant Not

Important

2012 2013 2014 2014

We are satisfied with the service that we receive from our current supplier 57% 56% 58% 18%

We do not believe that the level of discount is sufficient to justify switching 26% 34% 46% 23%

Other priorities have meant that this has not been considered 36% 45% 41% 38%

We do not believe that the prices will stay as low as the alternative suppliers claim 28% 36% 38% 35%

We do not believe that the prices will be as low as the alternative suppliers claim 25% 34% 34% 40%

We are concerned about whether the alternative supplier will be as responsive if there is a leak - 26% 25% 53%

We are concerned about whether the alternative supplier will provide a reliable supply of gas 23% 33% 25% 60%

● The top scoring considerations for not switching focus on their assessment of the alternative options and offers

36

Gas – Non Switchers – reasons for not switchingBase: All non switchers - 191

Other reasonsImportant

Not Important

2012 2013 2014 2014We are concerned that the alternative suppliers may not stay in the electricity market for long 26% 19% 56%

We are not able to switch because of the contract with our current supplier 13% 13% 75%

The offers from the other suppliers are too complex 23% 13% 57%

We would be charged a penalty and the saving to be made with a new supplier would not cover this penalty 10% 76%

We would have had to pay a large deposit 9% 81%

We do not believe that we are able to switch because of arrears on the business’ account 11% 8% 86%

We do not want a new supplier to ask about our current supplier if there were arrears on the business’ account 10% 6% 87%

It is not possible for my business to switch due to outstanding arrears on our business’ gas account 23% 1% 92%

37

Experience of switching processBase: All switched last 12 months - 59

• The overall rating of the experience of switching increased from 78% in 2013 to 95% stating that it was easy or very easy – the process of switching is not a barrier to switching

• Of those who switched, 3% indicated that they were required to pay a deposit

Rating the overall experience of switching by Supplier37

Bord Gais Airtricity* Flogas Electric Ireland* Energia*

0% 8% 0% 0% 0%0%0%

5% 0%9%

21%16% 16% 28% 6%

79% 79% 79%72%

85%

Very difficult Difficult Neither Easy Very easy


38

38

Rating the overall experience of switching

Impact of switching processBase: All switched and received a bill - 56

• The impact of the switching process is as expected for the SME’s who switched, with the exception of price where under 62% agreed that it reduced by the amount they expected

2012 2013 2014

Agree Disagree Agree Disagree Agree Disagree

My business’ bill was reduced by the amount I expected

63% 11% 71% 9% 62% 5%

The service from my new supplier was satisfactory

79% 0% 80% 3% 85% 2%

We understood the terms and conditions of the offer the business had signed up for

84% 3% 89% 5% 85% 2%

39

39

Impact of switching process(Base: All changed package –30/Changed supplier & received a bill –56)

• SME’s who have changed supplier seem to have greater understanding of the terms and conditions compared with those who remained with their existing supplier, but changed package

Changed Package -

Agree

Changed Package - Disagree

My business' bill was reduced by the amount I expected

57% 15%

We understood the terms and conditions of the offer the business had signed up for

67% 11%

We have complied with the terms and conditions (for instance online billing or payment by direct debit)

80% 5%

Dual Fuel

41

Dual Fuel

• Saving and convenience considerations are the more frequently cited benefits for switching to a single supplier for gas and electricity

Factor in the decision to change to a single supplier for dual fuel

(Base: All dual fuel – 68)

BenefitNot at all a benefit

The greater reduction in electricity prices offered when your business also used the same supplier for gas

62% 16%

The greater reduction in gas prices offered when you also used the same supplier for electricity

62% 17%

The greater saving overall 70% 10%

The convenience of having a single supplier for both

59% 24%

Aspects of the service provided by your supplier - for both electricity and gas

44% 26%

Factor in the decision not to have a single supplier for dual fuel

(Base: All non-dual fuel – 182)

BenefitNot at all a

benefitThe savings are greater if your business uses two different suppliers

32% 44%

Satisfied with the service provided by our current supplier for each and see no reason to switch

55% 23%

You do not trust a single supplier to provide both electricity and gas

14% 72%

Do not want to receive a single bill for both gas and electricity

19% 68%

You are concerned about what would happen if your business fell behind on payments for either

17% 72%

Have not got around to switching to a single supplier

19% 62%

Billing & Payment

43

Bill Understanding and impact(Base: All gas SME – 250)

Change vs 2013

(-12%) (+11%) (-13%) (-17%) (-6%)

Understand the calculation of the bill

Bill is easy to understand Bill makes it easy to understand the gas used

Makes it easy to understand the gas charged for

Overall Airtricity* Bord Gais energy

Energia* Flogas0%

40%

80% 68% 67% 69% 63%75%

Chart Title

Change vs 2013

(-11%) (=%) (-25%) (+5%) (+1%)


Energia* Flogas0%

40%

80% 67% 67% 59%79% 76%

Chart Title

Change vs 2013

(-14%) (-6%) (-18%) (-2%) (-13%)


Energia* Flogas0%

40%

80% 67%55%

67% 72% 69%

Chart Title

Change vs 2013

(-14%) (-3%) (-23%) (-6%) (-7%)


Energia* Flogas0%

40%

80% 65% 58% 62% 68% 72%

Chart Title


44

Bill Frequency(Base: All gas SME – 250)

My business would prefer to receive bills more frequently

56%

15%

12%

8%

9%

Strongly disagree Disagree Neutral Agree

Strongly agree

Business would prefer to receive bills more frequently– by Supplier?


17%

33%

17%6%

13%

10%

19%

13%

4%

9%

73%

48%

69%

90%78%

Agree Neutral Disagree


Complaints

46

Experience and knowledge of Complaint process

● 5% of SME respondents reported that they had complained within the last 12 months

● The most common category of complaint is in relation to billing and payment (81%)

● Networks related issues such as reliability of supply followed at 16%

Proportion of respondents who complained over last year(Base: All gas SMEs – 250)

Complaint topic(Base: All who made a complaint – 15*)

2014

Billing and payment 81%

Reliability of supply/power failures/supply issues

16%

Other 2%

2012 2013 2014

5%

3%

2%


47

Experience and knowledge of Complaint process

● 3 in 5 of the respondents complained to Suppliers in the first instance, followed by Networks.

● Data are based on very small samples and are therefore exhibiting large changes over time

64%

36%

Aware that you can complain to CER?

(Base: All gas SMEs – 250)

Yes No2013- Yes: 66%2012- Yes: 66%

Complaint made to(Base: All who made a complaint – 15*)

2013 2014

Your current or previous supplier

63% 59%

ESB Networks 50% 16%

The Commission for Energy Regulation

0% 0%

Other 0% 25%

Don't know 0% 0%


48

Satisfaction with complaint handling(Base: All who made a complaint – 15*)

30%

20%16%

19%

15%

Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Don't know

● 2014 Satisfaction with problem handling is based on small samples and data should be used as directional

Satisfaction with COMPLAINT HANDLING

30%

16%16%

19%

20%

Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Don't know

Satisfaction with COMPLAINT OUTCOME


CER SME Gas Market Survey Results 2014 Prepared for: Prepared by: April 2014 &

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Transcript of CER SME Gas Market Survey Results 2014 Prepared for: Prepared by: April 2014 &