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15.12.2008
PRESS RELEASEEPSI Rating Customer Satisfaction Survey
Energy (electricity) Companies Finland 2008 Main Results at a Glance
• The financial crisis leaves its mark also on the electricity market, which now faces an unprecedented lack of trust from its customers – all indexes are in the red! • Customers protest against previous price increases against the background of profits shown by electricity providers • Local energy companies (named ”Others”) took the upper hand of their large competitors in all categories • Out of the three market leaders , Helsinki Energy is by far number one, all areas considered • Fortum is experiencing a plunge in customer loyalty, sending disturbing signals from both private and corporate customers • The all-time-low scores for loyalty predict a substantial increase of swapping suppliers for next year, which has been on a stable and low level around 4 % ) • Market is dualistic, market leaders Fortum and Vattenfall showing a similar profile and Helsinki Energy together with ”Others” in contrast demonstrating a totally different one • Customers still find price comparison complicated and change of supplier difficult, although no legal obstacles occur • Although Swedes being critical in the different measured aspects, they have still improved their satisfaction and loyalty, whereas the two latter have deteriorated in Finland • Invoicing and Power outage are the most common reasons for complaints • Customers call for Change and convey their regards to the energy companies! These were the high-line findings of the international EPSI Rating survey, measuring customer satisfaction and loyalty to Finnish Energy Companies. The survey was carried out simultaneously in Finland and Sweden. Interviews were conducted during November-December 2008 and participating were almost 2000 people, both private and corporate customers.
EPSI Rating index is measured on a scale from 0 to 100, where 100 would mean perfect and ultimate satisfaction. The survey also gauges other aspects like public image, product and service quality, value for money and the crucial topic loyalty. 1. Customer satisfaction B2C (households) 
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The steepest dives in customer satisfaction is demonstrated by Helsinki Energy and Fortum. However, Helsinki Energy still remains at a good level, almost 11 points ahead of Fortum. The winners in this category, ”Others”, mainly obtain their first position by reliable and local service. 
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2. Customer loyalty (households) 
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Fortum and Vattenfall have lost customer loyalty and especially Fortum have challenges to overcome. Also the situation with customer loyalty demonstrate polarization inasmuch that the customers of Helsinki Energy and ”Others” show much loyalty, whereas Vattenfall and Fortum are on the opposite edge.
3. Corporate customer satisfaction 
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Even in the light of nobody’s improving their customer satisfaction this year, the plunge of Fortum is remarkable. 
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It is worth noting that in the inter-relationship between Vattenfall and Fortum, the latter was last year clearly on a higher level, whereas this year Fortum takes the upper hand only in perceived Product and Service Quality. Satisfaction and Loyalty are now better at Vattenfall.
4. Corporate customer loyalty 
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The deterioration in loyalty to Fortum is by comparison most substantial as the difference to the leaders in this aspect (Others), is no less than 21.6 points. Finland vs. Sweden 
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In comparison the general profile is higher in Sweden as in Finland. Remarkable is however that in Finland the perceived value is higher than customer satisfaction and loyalty while the opposite is shown in Sweden. 
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EPSI surveyData and verbal information of this survey have been collected by telehone interviews during November – December 2008. Respondents were asked to evaluate their main electricity supplier. Both corporate and private customers were inverviewed in the same way, but with adopted questions for each segment. It is our aim to interview 200 to 250 customers of each company and customer segment. Interviewees are randomly chosen. Error margin is approximately 2 units +/-. This survey has been conducted simultaneously in Finland and Sweden. It is part of the EPSI-Rating programme, which is co-ordinated by EPSI Research Services, who also is responsible for development together with the Stockholm School of Economics. Responsible for the coordination of this survey in Finland is the EPSI Finland CEO Mats Nybondas For more information: |
