We define customer capability as the ability of customers to meet their obligations and access their entitlements. It includes customers knowing the rules that apply to them, having access to tools and assistance and understanding what they need to do.
Customer understanding and confidence
Trend indicator: improved
We use 2 questions in our Customer Experience and Perceptions Survey to measure customers’ understanding and confidence. The survey asks customers to rate their responses on a 7-point scale. Results reflect ratings of 5 or more. More information on the survey is provided here:
| Customers' understanding and confidence | 2020 | 2021 | 2022 | 2023 | 2024 |
|---|---|---|---|---|---|
| Customers knew what they needed to do next | 75% | 79% | 77% | 76% | 77% |
| Customers felt confident that they were doing the right thing | 81% | 83% | 82% | 82% | 83% |
83% of customers felt confident they were doing the right thing this year. This year’s small increases tell us that we’re continuing to effectively support customers to get it right from the start and they’re familiar with what they need to do.
Instalment arrangement success
Trend indicator: decline
We provide options for customers who get into debt, including paying off what they owe in instalments while they get back on track, minimising the costs they incur by paying late. Customers can set up instalment arrangements themselves, or we can set them up for them. This year, 62.5% of customers adhered to their instalment arrangement.
| Year | Self-service customers who adhered to their instalment arrangement | Overall customers who adhered to their instalment arrangement |
|---|---|---|
| 2020 | 86.3% | 67.9% |
| 2021 | 69.5% | 64.4% |
| 2022 | 73.2% | 69.7% |
| 2023 | 70.4% | 63.6% |
| 2024 | 67.4% | 62.5% |
While 28,000 more customers set up arrangements this year, slightly fewer customers adhered to their instalment arrangements compared to 2023, reflecting ongoing economic conditions impacting customers. These arrangements covered $4.3 billion in debt compared to $3.4 billion last year. Of this, $461 million has already been paid in full. Customers who set up arrangements in myIR are more likely to stick to the arrangement.