Meeting the challenges
In a turbulent time for our customers and for us, we want to address challenges in a way that gives our customers confidence in the products we offer. Our poor results in the Customer Satisfaction Index (CSI) are a clear signal that our customers want to see improvements.
“Our digital services give our customers an overview of their energy use and climate products that meet our customers’ sustainability goals”
Michael Gullberg, Product Manager
2024 was another challenging year for the energy industry and our customers. The year started with record cold temperatures and ended warmer than usual, so the year as a whole was in line with normal and anticipated energy demand. Our new district heating sales (49.2 GWh) were according to plan for 2024. Periods of severe cold, like January, are challenging for the entire energy system as well as our district heating system, and this results in higher energy costs for customers. The year ended with relatively more stability in the energy markets.
Poor CSI result is a signal to us
We have increased our prices dramatically for the past three years, much more than we normally do. While we believe that our price changes have been well justified, this year’s Customer Satisfaction Index (CSI) shows that district heating customers are very clearly dissatisfied. The decline in our CSI result varies between customer segments but is indicative – falling from 69.9 to 57.4 – and a serious signal that we have taken notice of. The CSI result reflects a growing concern about heating costs among our district heating customers, which we need to bear in mind and use as a basis for our customer dialogue and product development going forward.
Number of customers per category
Housing cooperatives are the largest
customer category in terms of number
Sales volume per customer category
Companies are the largest customer
category in terms of sales volume
