Customer service
Energy advice throughout the country
Our customer service provides high-quality, cost-effective and versatile services to Helsingin Energia's various customer groups for the overall benefit of the entire Group. Helsingin Energia wants to be the best and most attractive service company from the customer's point of view.
Our nationwide, impartial energy advisory services, which we have provided for more than 30 years, had a new addition last year: our brand new website at www.energianeuvoja.fi. The service, which provides a wide range of information about energy saving, was implemented in co-operation with WWF Finland and Motiva. In the virtual Energy Saving House, you can find out for yourself how to save energy and what consequences there are when you reduce your energy consumption. In the online service, our energy advisory staff will also answer people's questions on energy use.
The energianeuvoja.fi online service was launched in connection with the Green Fingerprint campaign in autumn 2008. In the campaign, people in the public eye cycled on recumbent bikes through Finland from Kilpisjärvi in the north of the country all the way to Helsinki in the south on the strength of energy pledges made through energianeuvoja.fi. The website will continue as a permanent, interactive energy-saving channel for public use. During the three campaign weeks, the website had 28,000 visitors.
In 2008, Helsingin Energia's Energy Advisory Centre was in much demand, answering people's questions on energy saving, the selection and use of household appliances, heating methods, and efficient and sensible energy use in general. Information was given by telephone, e-mail, via the energianeuvoja.fi online service, and in person at the Energy Advisory Centre in Kamppi, Helsinki. A total of 55,000 people received energy advice by e-mail, telephone and in person during the year of operation. Advisory events were organised for groups of schoolchildren and many other interest groups.
Energy consumption meters available for loan in libraries
The Energy Advisory Centre continued to lend meters free of charge for measuring the energy consumption of households. In the autumn, the lending service was extended to the Oulunkylä Public Library, from where library users were able to borrow a meter by showing their library cards. In the current year, the service was extended further to other libraries as a result of favourable feedback.
Active co-operation with schools continued. An Electricity ABC, describing the basics of electricity use, was sent to all children in the first grade of comprehensive schools in Helsinki. Pupils in the seventh grade in Helsinki comprehensive schools also made an excursion to the Energy Advisory Centre. In the spring, the Energy in Uusimaa event provided an opportunity for eighth-graders to visit energy sites in Uusimaa.
The nationwide Energy Awareness Week in October was organised by Stadin Negawatit (Helsingin Energia, Helsinki City Transport, Pääkaupunkiseudun Kierrätyskeskus Oy, YTV Waste Management, Environmental Centre and Helsinki Water). The Energy Saving Market circulated in the city centre of Helsinki, distributing energy-saving advice.
Invoicing based on remote reading of energy metering expanded further in Helsinki. Electronic invoicing of corporate customers increased its volume from the previous year. On the other hand, domestic customers still expressed only moderate interest in transferring to electronic invoicing. E-invoicing was developed and its use was made available to customers during the year.
According to the international EPSI Rating study, Helsingin Energia has the most satisfied household customers in the industry. Both household and corporate customers ranked us highest in the study. We also received the same grade on our services in the previous year. In the annual survey on the national corporate image, conducted by Taloustutkimus Oy among the Finnish public, Helsingin Energia again received the best grade out of companies in the energy sector.
