Connecting with customers

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Customers are central in our actions and thinking. We connect with our customers because we have a common goal: clean, affordable and reliable energy, now and in the future. We continue to work on an even better relationship with our customers, transparently and openly.

What did we want to achieve in 2013?

Our management and our employees are our ambassadors. They can ensure that our customers experience Eneco as an outspoken, decisive and sustainable company and appreciate our services even more. The aim was to organise cooperation within our company in such a way that customers experience us as service and customer oriented. Specifically, we have set ourselves the goal for 2013 that the customer satisfaction score of at least 75% of the Stedin customers would be 7 or higher for a period of at least eight out of twelve months. Customer satisfaction of Eneco-customers is measured on the basis of the Net Promoter Score. For this score, we had set a goal for 2013 of at least -17% (scale of -100 to +100).

In 2013, maintaining and strengthening the relationship with customers was, again, an important objective. The developments over the past five years show a very positive trend.

What have we achieved?

  • Despite switches in the retail customer base to and from various brands, the total continued to be 2.2 million (target 2013: 2.2 million).
  • Eneco Belgium: number of supply contracts increased 80,000.
  • Target for customer satisfaction at Stedin achieved: a customer satisfaction score of 7 or higher during at least eight months.
  • Target for Net Promoter Score not achieved: the result was -20% (target 2013: -17%).
  • Supplier model implemented successfully.

Our customer definition is changing. This has to do with the fact that people and organisations can be customers of Eneco in many different ways: from a resident who is connected to our electricity grid to a home owner who has our solar panels installed on his roof. They can be people living in the vicinity of a wind farm, a chemical company that purchases steam or a waste processing company that supplies us with heat for district heating. Families that use our electricity, employees who use our gas, housing corporations that purchase or lease central heating installations, companies that hire smart meters; they are all customers of Eneco. Their interests are at the top of our agenda.