The most satisfied electricity customers in Denmark have the energy company OK. Thus, an industry analysis from EPSI shows that the company has a customer satisfaction of 72.5 out measured on a scale that goes to 100 - The company has achieved an increase of 3.8 index points. The result unsurprisingly brings joy to OK.
- We are very proud of the measurement, which is based on a strong, joint effort across our entire organisation. Overall, our goal is to become the Danes' preferred green energy partner for housing and business. This means that electricity must take up much more space, and therefore it is not entirely unimportant that we have the most satisfied customers in the industry. It is something we can use going forward in our efforts to achieve our very ambitious growth goals, says Michael Lamberth, who is CCO at OK.
Top Three in the satisfaction survey are characterized by scores of 71 and above. The top consists of OK, go'energi and SEF Energi - with Energi Fyn as the closest pursuer.
- OK is the high jumper of the year, and we see great increases across many parameters. The majority of OK customers state that they have made an active choice regarding their electricity contract - and it seems in itself satisfying that the customers have familiarized themselves with what they need, says Sofie Breum, Country Manager, EPSI Rating Denmark.
No recovery from historically poor measurement
In general, however, the measurement from EPSI is not good reading for the industry. In 2022, the electricity suppliers were in the media spotlight with many stories about customers who find it difficult to make ends meet or who have received poor service from their company. In 2022, this led to a historically poor measurement with a customer satisfaction score of 63.1.
However, the record poor reading has gotten a little worse in 2023, falling by 0.1 to a score of 63.0. EPSI points to, among other things that the industry's image i.a. has been negatively affected by stories of large profits and bonus schemes with energy traders.
In addition to the general decline in customer satisfaction, confidence in the industry is also at a record low. Confidence ages with 4.6 index points at industry level to a very low level of 45.8. Confidence in the electricity industry is falling for all players. This is the continuation of a negative trend for the industry in recent years. Confidence in the industry thus fell from 55.0 in 2021 to 50.5 in 2022 and thus to 45.8 in 2023.
- The companies have launched stronger self-service universes, and customers have been 'educated' in electricity consumption. But it is not enough – because the customers miss proactive contact from their own company, and are generally weighed down by a low level of trust in both the industry as a whole and in their own company. It's a shame, because the companies do a lot of good things - both directly for customers, but also for society in terms of green transition, where they play a central role,' says Sofie Breum, Country Manager, EPSI Rating Denmark.
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