Our ambition and what we have accomplished

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The ambition of Eneco, of the 7,000 men and women in our organisation, is reflected in our mission statement ‘Sustainable energy for everyone’. This mission statement combines our motives and inspiration, since we are convinced that its accomplishment will also mean that our organisation is successful. All of our efforts, expertise and motivation are focused on achieving this goal. Our accomplishments are reflected in our strategic key performance indicators (KPIs).

In the overview below, the strategy-related KPIs are linked to Eneco’s strategic themes. The scores and changes compared with 2012 are listed for each KPI. The results are explained in detail in the separate chapters for each strategic segment.The objectives for 2014 are also included in the overview. The assurance obtained only relates to the realised results and does not encompass the new KPIs, which we will start to apply in 2014. We are still working on the further development and implementation of our strategy. An important element of this is the specification of concrete long-term goals, which must take into account the rapid developments in the energy market in connection with the transition to local production of sustainable energy. In 2013, we have taken an important step forward in this area with the introduction of our One Planet Thinking method. The overview below includes both existing and newly defined KPIs.

Customer first

Focus on and attention to the needs of our customers (short term and long term), through which we create sustainable value for all stakeholders

Realisation
2011

Realisation
2012

Target
2013

Realisation
20131

Target
2014

1

Customer satisfaction Stedin in months2

-

1

≥ 8

8

≥ 8

2

Eneco retail customers [* million]

2.2

2.2

≥ 2.2

2.2

≥ 2.2

3

Net Promoter Score Eneco [%]3

-22

-18

≥ -17

-20

≥-15

Energy efficiency

In 2013, three new targets, resulting from our One Planet Thinking method, were defined for this theme. These targets are based on the Green House Gas Protocol, an internationally accepted method for calculating greenhouse gas emmissions in the value chain. As part of our One Planet Thinking method, better insight will be obtained in 2014 with respect to the first KPI listed below. This is why, for the present, no target is specified for this KPI.

Reducing energy consumption by providing insight and energy efficiency.

Target
2014

4

Reduction of the effect of customers’ gas and district heating consumption on climate change compared with 20126

-

5

Reduction of the effect of customers’ electricity consumption on climate change compared with 20126

5%

6

Reduction of the effect of Eneco Group’s electricity consumption on climate change compared with 20126

30%

Generating energy together

The KPI 'CO2 per produced kWh' mainly relates to the supply of clean and relatively clean electricity. As of 2014, this objective is incorporated in the new KPI ‘Reduction of the effect of customers’ electricity consumption on climate change compared with 2012’ for the theme Energy efficiency above. Consequently, the current KPI, ‘CO2 per produced kWh’, will no longer be used.  As of 2014, the new KPI ‘sustainable capacity increase’ will be applied for the theme relating to generating energy together with customers, because our performance in this area touches the core of our strategy and is easily quantifiable. In the past, this was not an actively tracked target. Consequently, no assurance has been obtained for historical data on this target, which is why these figures are not included in the overview

Accessible, local and profitable production of energy together with customers.

Realisation
2011

Realisation
2012

Target
2013

Realisation
20131

Target
2014

7

Share of sustainable electricity production in total supply portfolio  [%]4 

9.9

12.6

≥ 20

20.2

20

8

CO2 per produced kWh [gram]4

154

227

≤ 300

113

-

9

Sustainable capacity increase [MW]

-

-

-

-

221

Purchasing

As of 2014, the newly specified KPIs included under the theme Energy efficiency will replace the KPIs below relating to the supply of dark green electricity.

Providing affordable, reliable and clean energy, combined with excellent customer service.

Realisation
2011

Realisation
2012

Target
2013

Realisation
20131

Target
2014

10

Average energy supply interruption [minutes]

13.8

19.5

≤ 14.5

12.2

≤ 14.5

11

Dark green gas in retail supply portfolio [%]4

0.4

1.0

≥ 0.5

1.4

-

12

Dark green electricity in retail supply portfolio [%]4 

14.3

16.1

≥ 20.0

20.0

-

Expertise

Further improvement of quality in all aspects of business operations as result of bundling of expertise and 100 years of experience

Realisation
2011

Realisation
2012

Target
2013

Realisation
20131

Target
2014

13

LTIR Group

1.8

1.4

≤ 1.6

1.1

1.3

Leadership

As of 2014, the KPI 'CO2 emissions reduction per employee’ shall be replaced by the newly specified KPI ‘reduction of the effect of Eneco Group’s electricity consumption on climate change compared with 2012’ included under the strategy theme Energy efficiency. Also in 2014, the KPI ‘employee motivation’ shall be replaced by the KPI 'internal alignment', which will improve measurement of the familiarity with and support for our strategy, enabling us to influence this aspect more effectively.  

Eneco demonstrates leadership through its steady, cost-effective strategy that can only be realised in cooperation with society

Realisation
2011

Realisation
2012

Target
2013

Realisation
20131

Target 2014

14

CO2 emissions reduction per employee compared with 2007 [%]4 

30

37

≥ 44

39

-

15

Employee motivation5

7.1

7.5

7.4

7.5

-

16

Internal alignment [%]

-

-

-

-

54.5

17

Credit Rating

A-

A-

≥ A-

A-

≥ A-

18

ROACE [%]6

5.0

4.1

4.8

4.7

5.0

  1. The scope of the strategic KPIs is described in the section Scope strategic KPIs (page #).
  2. Customer satisfaction at Stedin is measured as the number of months in which a score of 7 or higher was given with respect to customer satisfaction by at least 75% of the customers. No comparative figures are available for the year 2011.
  3. The method for calculating the Net Promoter Score for Eneco changed in 2013. Compared with the previously applied method, the scores were four points lower. For comparison purposes, historical target and realisation figures have been adjusted for this new method.
  4. Performance targets have been agreed with WWF for 2013 with respect to these strategic KPIs.
  5. The figures for this KPI are composed of individual measurements at Stedin, Joulz and Eneco (energy company and holding). In 2013, no measurement was carried out at Eneco, which means that for this part of the organisation the 2012 figure was used.
  6. Realisation 2013 does not include depreciation on electricity related to property, plant and equipment: 5.5% (2012: 5.1%).
kpi

KPI 1: Customer satisfaction Stedin

Customer satisfaction Stedin

kpi
kpi

KPI 2: Eneco retail customers

Eneco retail customers

kpi
kpi

KPI 3: Net Promoter Score Eneco

Net Promoter Score Eneco

kpi
kpi

KPI 7: Share of sustainable electricity production in total supply portfolio

Share of sustainable electricity production in total supply portfolio

kpi
kpi

KPI 8: CO2 per produced kWh

CO2 per produced kWh

kpi
kpi

KPI 10: Average energy supply interruption

Average energy supply interruption

kpi
kpi

KPI 11: Dark green gas in retail supply portfolio

Dark green gas in retail supply portfolio

kpi
kpi

KPI 12: Dark green electricity in retail supply portfolio

Dark green electricity in retail supply portfolio

kpi
kpi

KPI 15: Employee motivation

Employee motivation

kpi