“Corporate customers experience fslight improvements, but for private customers we see the opposite development,” says Johan Parmler, CEO of the Swedish Quality Index.
“It creates major challenges for the industry to deal with going forward,” he continues.
Since 2005, the Swedish Quality Index has measured customer satisfaction in electricity trading, electricity grids and district heating for both private and business customers.
Among business customers, satisfaction has increased to 66.3, an improvement of two units compared to previous years. Private customers, on the other hand, are at just over 60, which is the lowest quotation so far.
According to SKI hare actors who receive a rating below 60 in customer satisfaction great difficulty in motivating their customers to stay. Among the electricity trading companies, Eon and Fortum end up there.
In recent years, digital services have been an important part of the customer experience, but today they are considered a matter of course rather than something that increases customer satisfaction, notes SKI.
“Digital solutions are no longer sufficient to meet customer requirements,” says Lovisa Svensson, project manager for the study.
“Companies need to work more on relationship building and communicate in a way that really engages.”
Despite the gloomy picture, there are certain players who stand out and show that it is possible to create satisfied private customers, even in a pressured industry. Among the electricity trading companies, Boo Energi takes first place and is the operator with which private customers are most satisfied. Within the electricity network, it is Skellefteå Kraft that receives the highest rating. Skellefteå Kraft also tops the district heating segment among private customers.
SKI makes the interpretation that a strong customer focus pays off regardless of which part of the industry it is about.
1. Can you provide more insights into the latest findings of the Swedish Quality Index regarding customer satisfaction in the electricity industry? How does this compare to previous years, and what factors contribute to the changes observed?
2. How does the current state of customer satisfaction in the electricity industry impact businesses? What strategies can companies implement to improve their ratings and retain customers?
3. In light of the increasing importance of digital services in customer experience, how can companies differentiate themselves in a market where these services are now seen as a norm? Are there any specific areas or approaches that have been shown to be effective in this regard?
4. Are there any notable success stories among electricity providers who have managed to maintain high levels of customer satisfaction despite the challenging industry dynamics? If so, what differentiates their approach from others?
5. what advice would you give to electricity providers looking to improve their customer satisfaction ratings? And how can they ensure that they strike a balance between meeting regulatory requirements and providing a personalized, engaging experience for their customers?
