Foto: Magnus Hjalmarson Neideman
Twisty, complex, renewable, change. When the energy companies themselves to describe where they stand are testimonials scattered throughout. And the customers agree.
the Gap is large between the energy provider that gets the best and the worst score of the customers. At the bottom there is the three giants, Fortum, Vattenfall and Eon.
– these companies fail to convey what they are actually doing good. Now they just become giants. Even when they have good customer service, renewable energy or a strong environmental profile, it strikes through in the customer score, ” says Laurina Qvarnström, responsible for the energy sector to the Swedish quality index (SKI).
on Monday release the SKI, the result of its latest survey of the energy industry. It shows that customer satisfaction in the electricity retail companies falling steep – especially for the giants. All the three giants may score during the godkäntgränsen 60.
A contributor to the case are the links to the elnätsbranschen – that falls to an even lower level. The Fortum-owned elnätsbolaget Ellevio it is a particularly steep fall.
Elnätsbranschen during the past year appeared extensively in the media including on the grounds of price increases and power outages. Elnätsbolagen also has a monopoly on the market within its geographical area, which creates lock-in effects for customers.
Ellevio get the historically low rating of 46.3.
” the Media has a big impact. Now the grids have been in action, and it spills over on the grades within the entire energy industry, ” says Laurina Qvarnström.
at the same time increases the gap between the companies that get the best and the worst score. At the top are the strongly profiled electricity retail companies OX2Vindel, Luleå energy and Trollhättan energy.
OX2 is focused on sustainable and renewable energy, like wind power, bioenergy and solar cells. They also have partnerships with companies like Google and Ikea.
– They have a commercial way of thinking than many municipal companies. They stand for a strong a spirit of the future and has a proactive range of products based on that the market will change.
the recipe for success for the other winners based on a strong local connection and at a good complaint handling. A relatively large proportion of customers have been in contact with the companies and become happier afterwards.
Luleå energy may, in addition, reviewed reliable by its customers.
– They have manage to create a feeling that you actually genuinely care about their customers, even among those who complain. They manage to create a warm feeling for our customers, ” says Laurina Qvarnström.
On the SKI-the measurement
the SKI has measured customer satisfaction in the energy industry through telephone interviews with thousands of people during August and september of this year. A total of 7888 household and 5525 business customers participated in the study. people have answered the questions relating to private retirement savings or company pensions. In cooperation with the investigation has SKI also sent out a number of questions to the electricity retail companies themselves.
customer Satisfaction is measured by an index between 0 and 100. The higher the index the better the view the customers that the mobile operators live up to the requirements and expectations. An index of 75 represents very satisfied and the index during the 60 typically corresponds to the company has great difficulties to motivate customers to remain.
Source: to the Swedish quality index (SKI)
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