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Customer Satisfaction Awards Energy Methodology 2023
How we determined Finder's Electricity, Gas, Solar Provider and Solar Panel Customer Satisfaction Award winners.
What are Finder's Customer Satisfaction awards?
The Finder Customer Satisfaction Awards recognise Australia's favourite brands across a huge number of categories. We survey thousands of real Australians to understand how they feel about their recent product purchases to help you make a decision about what product to get. It's an independent awards program calculated by our data and insights team. Commercial partnerships do not influence the results in any way.
For energy, we have 13 awards across these 4 categories:
Electricity providers
Gas providers
Solar energy providers
Solar panels
We gave out 1 award each for the best-rated electricity provider and best-rated gas provider nationally, plus individual awards to providers in separate states. For electricity, this was across 4 states: NSW, VIC, QLD and SA. For gas, it was 5 states: NSW, VIC, QLD, WA and SA.
The awards for solar energy providers and solar panels were rated nationally.
We gave out 1 overall award to the best-rated for customer satisfaction in each category, with 2 brands recognised as being highly commended.
Finder's Electricity, Gas and Solar Provider Customer Satisfaction Awards methodology
The criteria for Finder's Electricity, Gas and Solar Provider Customer Satisfaction Awards were determined by our insights teams in conjunction with our energy experts.
The recency period for all Finder Customer Satisfaction Awards is between 3 months and 3 years depending on the category.
We received a minimum of 35 responses for each electricity provider in each state. For gas providers in each state, it was a minimum of 25 responses. With solar energy providers, it was a minimum of 45 providers nationally.
Respondents were asked whether they would recommend energy providers to a friend and the percentage result was then given a score out of 5. For example, if 80% of respondents said they would recommend a product, it received a score of 4 out of 5.
Customers were asked how they would rate each provider overall on a scale between 1 and 5 as well as in terms of:
Customer service
Features and benefits
Ease of application
Value for money
Overall
For electricity providers only, customers were also asked to rate each on environmental sustainability.
The total score ranking for each provider was calculated as an average of the 5 or 6 metrics outlined above, and the percentage of customers who were likely to recommend the provider.
The national awards for both gas and electricity providers were determined by averaging out the total score of providers from each state.
Finder's Solar Panel Customer Satisfaction Awards methodology
The recency period for all Finder Customer Satisfaction Awards is between 3 months and 3 years depending on the category.
We received a minimum of 35 responses for each solar panel.
Respondents were asked whether they would recommend solar panels to a friend and the percentage result was then given a score out of 5. For example, if 80% of respondents said they would recommend a product, it received a score of 4 out of 5.
Customers were asked how they would rate each solar panel on a scale between 1 and 5 as well as in terms of:
Performance
Cleaning and maintenance
Features, functions and safety
Value for money
Overall
The total score ranking for each solar panel was calculated as an average of the 5 metrics outlined above, and the percentage of customers who were likely to recommend the provider.
Our research in numbers
Electricity provider
Total number of responses for electricity providers: 3,217 customers across 4 states
Total number of brands surveyed: 13
Gas provider
Total number of responses for gas providers: 2,025 customers across 5 states
Total number of brands surveyed: 6
Solar energy provider
Total number of responses for solar energy providers: 523
Total number of brands surveyed: 6
Solar panel provider
Total number of responses for solar panel providers: 548
Total number of brands surveyed: 18
Why you can trust Finder's energy experts
We've done the work
We've reviewed hundreds of energy plans and written 200+ guides to help you navigate the Aussie energy market. Our experts are seen on TV, print and digital media.
In the last 3 years, we've helped over 1.39 million people compare energy plans by explaining features clearly and simplifying confusing terms and conditions.
Cameron Micallef was a utilities writer for Finder. He previously worked on titles including Smart Property Investment, nestegg and Investor Daily, reporting across superannuation, property and investments. Cameron has a Bachelor of Communication and Media Studies/ Commerce from the University of Wollongong. Outside of work Cameron is passionate about all things sports and travel.
We surveyed over 5,000 Australians across NSW, VIC, SA, QLD and WA to find out which energy providers they valued the most for customer service, features, overall satisfaction and more.
Hi Eva, it would be best to enter your address / NMI on Nectr’s website to get a quote specifically for your property and usage – especially for controlled load.
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Important information about this website
finder.com.au is one of Australia's leading comparison websites. We are committed to our readers and stands by our editorial principles
We try to take an open and transparent approach and provide a broad-based comparison service. However, you should be aware that while we are an independently owned service, our comparison service does not include all providers or all products available in the market.
Some product issuers may provide products or offer services through multiple brands, associated companies or different labeling arrangements. This can make it difficult for consumers to compare alternatives or identify the companies behind the products. However, we aim to provide information to enable consumers to understand these issues.
We make money by featuring products on our site. Compensation received from the providers featured on our site can influence which products we write about as well as where and how products appear on our page, but the order or placement of these products does not influence our assessment or opinions of them, nor is it an endorsement or recommendation for them.
Products marked as 'Top Pick', 'Promoted' or 'Advertisement' are prominently displayed either as a result of a commercial advertising arrangement or to highlight a particular product, provider or feature. Finder may receive remuneration from the Provider if you click on the related link, purchase or enquire about the product. Finder's decision to show a 'promoted' product is neither a recommendation that the product is appropriate for you nor an indication that the product is the best in its category. We encourage you to use the tools and information we provide to compare your options.
Where our site links to particular products or displays 'Go to site' buttons, we may receive a commission, referral fee or payment when you click on those buttons or apply for a product. You can learn more about how we make money.
When products are grouped in a table or list, the order in which they are initially sorted may be influenced by a range of factors including price, fees and discounts; commercial partnerships; product features; and brand popularity. We provide tools so you can sort and filter these lists to highlight features that matter to you.
Please read our website terms of use and privacy policy for more information about our services and our approach to privacy.
We update our data regularly, but information can change between updates. Confirm details with the provider you're interested in before making a decision.
What are the electricity rates with Nectar including general usage controlled load tariff 33 and supply charges
Hi Eva, it would be best to enter your address / NMI on Nectr’s website to get a quote specifically for your property and usage – especially for controlled load.