We define our 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
We use 2 questions in our Customer Experience and Perceptions Survey to measure customers’ understanding and confidence. Results reflect scores of 5 or more, where 1 means 'strongly disagree' and 7 means 'strongly agree'.
82% of customers felt confident they were doing the right thing this year.
| Customers' understanding and confidence | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Customers knew what they needed to do next | 75% | 79% | 77% | 76% |
| Customers felt confident that they were doing the right thing | 81% | 83% | 82% | 82% |
This year, there was a small decrease in customer perceptions about knowing what to do next and no change for customers feeling confident about doing the right thing. This tells us that we’re continuing to effectively support our customers to get it right from the start and they’re familiar with what they need to do.
Note: In previous annual reports results reported included neutral responses, ratings of 4 to 7 on a 7-point scale. Results in this report for 2020 to 2022 have been adjusted to exclude neutral responses to provide consistent criteria to 2023 results.
Instalment arrangement success
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 customers. This year, 63.6% 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 |
|---|---|---|
| 2018 | 81.7% | 62.1% |
| 2019 | 82.3% | 63.7% |
| 2020 | 86.3% | 67.9% |
| 2021 | 69.5% | 64.4% |
| 2022 | 73.2% | 69.7% |
| 2023 | 70.4% | 63.6% |
While 19,000 more customers set up an instalment plan this year, fewer customers adhered to their instalment arrangements, dropping 6 percentage points from 2022. These arrangements covered $3.4 billion in debt, compared with $3.7 billion last year. Of this, $398 million has already been paid in full. Customers who set up arrangements in myIR are more likely to stick to the arrangement.