COVID-19 Customer Vulnerability Research

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, for the final Wave 4 via survey between July 19th to Aug 2nd 2021 which found:

• Only 31% of people are optimistic about Australia’s economic direction
• 52% of people agreed that COVID-19 had increased their stress levels
• 67% of respondents stated they are highly concerned about the lasting impacts of COVID-19
• 36% of respondents intend to reduce spending on non-essential items in the next 3 months

Key themes from the COVID-19 Customer Vulnerability Research include:

• Recovery trajectory has been curbed by the widespread lockdowns that have occupied many of the eastern states of Australia
• COVID-19 related stress has worsened as the pandemic escalates around the country, particularly amongst older respondents and women
• Hardship groups that have relied on now non-existent income supplements have incurred the largest degree of financial hardship
• Reduction in spending is the most common alleviating measure that respondents are utilising. Adversely impacted groups are more likely to reduce household spending.

Download Full Report – Wave 4, Q3, September 2021

Download Snapshot Placemat – Wave 4, Q2, September 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 April 28th to May 3rd 2021 which found:

• Only 35% of people are optimistic about Australia’s economic direction
• 45% of people agreed that COVID-19 had increased their stress levels
• 56% of people on JobSeeker reported a decrease in household income
• 31% of people indicated that that they are spending more on energy bills over the last 3 months

Key themes from the COVID-19 Customer Vulnerability Research include:

• Respondents wellbeing continue to trend upwards across the entire sample population, suggesting a continued trajectory of recovery
• Pandemic induced stress has improved as the COVID-19 situation becomes more manageable across the country, however figures remain high
• Whilst JobSeekers have improved since Wave 2, the ending of income supplements may amplify their vulnerability over the coming months
• The proportion of respondents needing hardship support has persisted since Wave 2.

Download Full Report – Wave 3, Q2, June 2021

Download Snapshot Placemat – Wave 3, Q2, June 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:

• Only 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 Full Report – Wave 2, Q1, March 2021

Download Snapshot Placemat – Wave 2, Q1, 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 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 Full Report – Wave 1, Q4, December 2020

Download Snapshot Placemat – Wave 1, Q4, December 2020