The most satisfied electricity customers in Denmark are the energy company OK. An industry analysis from EPSI shows that the company has a customer satisfaction of 72.5 out of 100 – the company has achieved an increase of 3.8 index points. The result is not surprising and brings joy to OK.
- We are very proud of the measurement, which is based on a strong, joint effort across our entire organization. Our overall goal is to become the Danes' preferred, green energy partner for homes and businesses. 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. This is something we can use going forward in our efforts to achieve our very ambitious growth goals, says Michael Lamberth, CCO at OK.
The 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 year's high jumper, and we see great increases across many parameters. The majority of OK customers indicate that they have made an active choice regarding their electricity agreement – and it seems in itself satisfying that customers have become familiar with what they need, says Sofie Breum, Country Manager, EPSI Rating Denmark.
No improvement from historically poor measurement
In general, however, the measurement from EPSI is not good reading for the industry. In 2022, electricity suppliers were in the media spotlight with many stories about customers who have difficulty making ends meet or who have received poor service from their company. This led to a historically poor measurement in 2022 with a customer satisfaction score of 63.1.
However, the record-low measurement has become slightly worse in 2023 and falls by 0.1 to a score of 63.0. EPSI points out, among other things, that the industry's image has been negatively affected by stories of large profits and bonus schemes among energy traders.
In addition to the general decline in customer satisfaction, trust in the industry is also at a record low. Trust has fallen by 4.6 index points at the industry level to a very low level of 45.8. Trust in the electricity industry is falling for all players. This is the continuation of a negative trend for the industry in recent years. Trust 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 that's not enough – because customers miss proactive contact from their own company, and are generally burdened by low 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 the customers, but also for society in connection with the green transition, where they play a central role, » says Sofie Breum, Country Manager, EPSI Rating Denmark.
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