We are proud of the trust our customers place in us, and are seeing a trend where more and more parties are interested in a robust and secure energy supply.

Increased customer satisfaction

The customer satisfaction survey (CSI) in 2024 indicated that customer expectations were not fully met among our district heating customers, primarily linked to concerns about high heating costs. The result was the lowest CSI rating in our history, and was an important signal that we took very seriously. As a result, we have worked purposefully to strengthen both customer dialogue and customer relations over the past year.

The 2025 CSI result is 60.8, representing an improvement of 3.4 percentage points compared with 2024 (this can be compared with the CSI result for the energy sector as a whole, which fell during the same period). This shows that our efforts have had an effect and that trust is being rebuilt. We welcome this development, but at the same time remain humble in our continued work to further increase customer satisfaction.