Utilizer is proud to have been shortlisted as a finalist in the Customer Experience category at the prestigious Australian Financial Review Energy Awards, alongside industry heavyweights Endeavour Energy (winner), Aurora Energy, Smart Energy Group, and Snowy Hydro. This recognition highlights our commitment to putting clients at the heart of everything we do. We extend our congratulations to Endeavour Energy for their well-deserved win, to all the finalists in the Customer Experience category, and all categories of the 2024 Energy Awards. At Utilizer, we know that great client experience is more than a catchphrase—it’s embedded in every interaction we have, every service we provide, and every strategy we design. As part of our Corporate Experience Strategy, we’ve built a structured approach to ensure that every client feels valued, informed, and empowered throughout their journey with us.



Why We Were Recognised Our approach to client experience is driven by our core values—Forward-Thinking, Committed, Accountable, and Transparent. We’ve consistently invested in refining our services to enhance the client experience, and our efforts have recently resulted in a +72 Net Promoter Score (NPS), consistent with a 90% High Satisfied rating, from our latest client survey. These scores showcase the success of our Corporate Experience Strategy, which includes:

• Proactive Communication: We maintain clear, transparent and ongoing dialogue with our clients to keep them informed and empowered to make the best decisions for their business. Dedicated account managers ensure consistency in service, setting minimum engagement levels to meet the needs of each client.
• Case Management: Utilizer’s Case Management System allows for seamless case handling, with immediate escalation to senior management if ever required. Our strong client service processes have resulted in a complaint rate of less than 1%, with no recorded client losses due to unresolved issues.
• Innovative Solutions: Our technology-driven approach includes the use of a Utility Management System (UMS) and Customer Relationship Management (CRM) platform to track and address client needs. These systems enable us to provide data-driven insights, ensuring efficiency and transparency in everything we do.

Commitment to Continuous Improvement Client feedback is essential to our growth. We continually seek opportunities to improve through independent surveys and direct feedback channels. Our focus on continuous improvement means that the client experience is never static; it evolves in line with our clients’ needs and the ever-changing energy landscape. As part of this commitment, we recently appointed a Head of Corporate Experience, ensuring that client-centricity remains a top priority across every department of our business. Our leadership team is directly involved in gathering client insights, and all staff are measured on their ability to deliver exceptional client service. This focus on excellence at every level is what makes Utilizer stand out in a competitive market. Energising Our Commitment to the Future Being recognised at the Australian Financial Review Energy Awards is not just a reflection of our past efforts but a motivator for the future. We are committed to continuing our mission of empowering clients to achieve the best available energy outcomes through innovative solutions, transparent communication, and a relentless focus on client satisfaction. As we look ahead, we’re eager to share new developments with you that will further encapsulate and enhance our commitment to you. We believe in delivering more than just energy solutions; our focus is on providing more power to you—offering the tools, expertise, and insights that empower your business today and into the future. If you’re ready to take control of your energy strategy, contact one of our expert energy consultants today to discover how we can help you achieve the best available energy outcomes for your business.