Customers
Digital adoption
We are seeing momentum building through our customers increasingly embracing digital interactions, and we have achieved improvements in our continual drive to be 'Digital First', with the proportion of our customers who have accessed AGL's digital channels materially increasing.
FY19 | FY20 | FY21 | FY22 | FY23 | |
|---|---|---|---|---|---|
Digital Active (%) | NR | 43.7% | 50.4% | 53.8% | 57.8% |
Digital Only (%) | NR | NR | NR | NR | 52.7% |
Notes
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.
Digital Only (%): the percentage of residential customers who, in the last 90 days, have only interacted with AGL via AGL's Digital ecosystem, including agl.com.au, help and support, MyAccount and the Mobile App. This includes customers on both eBilling and Direct Debit.
Click Energy customers are included in the FY21 data from April 2021.
From FY21, data includes AGL’s mobile and broadband customers.