Customers
Digital adoption
AGL continued its focus on digital transformation over FY22, with an increase in the proportion of our customers who have accessed AGL's digital channels.
FY18 | FY19 | FY20 | FY21 | FY22 | |
|---|---|---|---|---|---|
Digital Active (%) | NR | NR | 43.7% | 50.4% | 53.8% |
Notes
Number of active ebill users: the number of contracts assigned to ebill is calculated as the total number of customer services that receive an electronic bill, divided by the total number of customer services.
App and My Account Users: unique number of users across MyAccount and App (rolling 90 days).
Digital ID (%): Digital ID refers to a unique ID which separates each individual user (email). Digital ID % is calculated by total number of customers that have Digital IDs as a percentage of total number of customers marked as Residential and Consumer within SAP (excluding Staying Connected).
Digital Active (%): the percentage of contracts considered to be Digital Active as a proportion of total contracts (excluding Staying Connected customers). Digital Active customers are defined as customers that have accessed one of AGL’s digital channels (including MyAccount, App, Web etc.) at least once in the last 180 days. Historical data for Digital Active customers has been updated to reflect a change in the calculation methodology.
Data applies to AGL customer services only and does not include Southern Phone customer services.
Click Energy customers are included in the FY21 data from April 2021.
From FY21, data includes AGL’s mobile and broadband customers.