25 AGL Energy Limited 2012 Annual Report A feature of Australian energy markets  over recent years has been steep rises in  energy prices, especially for electricity.  This has resulted in a reduction in average  energy consumption as households seek  to manage their energy bills. It has also  resulted in increases in the level of hardship  experienced by some of our customers. AGL is continuing to broaden the range  of products and services we offer our  customers to help them become more  energy efficient. More of our customers  are also taking advantage of different  payment arrangements, such as bill  smoothing, to reduce the difficulty they  may experience in paying large energy  bills every three months. Our activities will continue to be directed  towards providing an excellent customer  experience. In 2013, we will continue to  develop and introduce new products and  services as well as broaden the provision  of energy efficiency advice. Driving further  improvements to customer service and  realising ongoing cost efficiencies will  also remain a core focus, together with  growth of our electricity customer base  in New South Wales. AGL has partnered with  Coles’ flybuys loyalty program  which rewards customers  for everyday spending on  electricity and gas. AGL is the  only energy retailer able to  offer customers this benefit. AGL received an award from  independent research company  Canstar Blue for most satisfied  customers, electricity providers  – New South Wales 2011. Customer accounts up by  180,000, including 152,000  new electricity customers in  New South Wales. Growth in  dual fuel customer accounts  of 10.3% to 1.62 million. Throughout its history, AGL has shaped the  Australian energy industry. The creation of  innovative advertising campaigns encouraged  consumer uptake of gas and gas appliances. From  the Old Gas Stove round up in the 1950s to the  iconic ‘Living Flame’ Girls campaign of the 1970s  and 1980s, AGL has been at the forefront of  energy marketing. Today, AGL’s campaign focuses  on helping customer’s save money on their energy  bills by providing energy efficient products,  services and advice to reduce their energy  consumption. Objectives flybuys  partnership Canstar Blue –  Most Satisfied  Customers Strong growth Yesterday, today, tomorrow...