Responsibility

Excellent customer service

Taking care of the security of energy supply, developing future energy solutions and having an uncomplicated service attitude form the basis of our operations.

Our vision is to be the most customer-oriented energy company in the market.  Our aim is to provide even more comprehensive energy-related services and to offer more extensive packages tailored to the needs of our customers.   

In 2019, the number of our customers continued to rise and is now more than 500,000.  During the year, we continued to develop both sales and customer services, and we invested especially in the development of worksites from the customers’ point of view. We also refined the processes related to the handling of feedback and complaints with a closer customer focus.  

tyytyväiset asiakkaat 2019

High security of supply

Maintaining a high security of supply is extremely important to us. We take account of the security of supply in the planning, operation and maintenance of energy production and distribution systems.

The security of energy supply remained at an excellent level. In 2019, the annual outage time for our electricity distribution customers was at a record low, 1.5 minutes.

According to Finnish Energy’s statistics on power outages in the entire country, electricity distribution was interrupted for an average of 28.8 minutes per electricity user living in an urban area in 2018.

In 2019, the average outage time for Helen’s district heat customer was about 2.7 hours, up by 17 per cent. In the entire country, the average customer-specific district heat outage time was 1.93 hours in 2018 according to Finnish Energy’s statistics on district heating outages.  

The outage time in district cooling was slightly longer, 1.0 hours, due to more repair works.

Changes in the urban infrastructure, as well as new and neighbourhood construction have increased significantly over the past few years. All this has had an impact on the amount of work carried out on district heating and cooling, which is directly related to the increase in numbers and durations of outages. Efficiency measures in relation to the number and duration of outages are always planned separately for each task. We aim to minimise any disadvantage to customers caused by new construction sites by carrying out the outages during the night.

Security of electricity supply

  Annual outage time for customers, minutes
2015 4.1
2016 1.9
2017 3.3
2018 4.9
2019 1.5

 

Security of heat and cooling supply in Helsinki

  Annual outage time for district heating customers, hours Annual outage time for district cooling customers, hours
2015 2.2 1.3
2016 2.2 0.3
2017 2.3 0.5
2018 2.2 0.9
2019 2.7 1.0

CUSTOMER-FOCUSED PRACTICES AND SATISFIED CUSTOMERS

Our vision is to be the most customer-oriented energy company in the market. In 2019, we paid particular attention to customer-focused development of new and existing products and services by means of service design. Towards the end of the year, we also recruited several customer experience experts to promote a customer-oriented culture and further improve systematic customer experience management. In 2020, we will continue investing in expertise in customer insight and service design.    

According to the annual international and impartial EPSI Rating survey, we achieved a good result in our customer service. In 2019, consumer customer satisfaction in the entire sector fell by several index points to 69.7. Helen’s result for consumer customers is 70.5 index points, which means that the level of our customer satisfaction is high. Our result is also above the sector average.   

In 2019, the EPSI Rating survey was carried out in Finland for the first time also for business customers.  Helen ranked third in the industry, however, remaining 0.1 index points below the sector average. With respect to Helen, business customers have been satisfied with complementary services in the electricity contract, such as electricity charging solutions or solar panels.  

Customer satisfaction, EPSI Rating index 
Source: EPSI Rating Finland 2019

  Helen ltd Energy sector
2015 77.7 76.0
2016 76.9 75.7
2017 78.8 78.9
2018 77.8 77.6
2019 70.5 69.7

We measure the satisfaction of our customers and the reputation of our company on an annual basis.  Helen’s attributes that are valued the highest by private electricity customers are the functioning of services (4.3/5), ease of buying (4.3/5) and convenience (4.3/5). Private district heat customers appreciated functioning of services (4.2/5) and convenience (4/5). Helen’s open and fair conduct towards customers (electricity 4.1/5 and district heat 3.9/5) were also emphasised by both customer groups.   

Customer satisfaction among our business customers has clearly improved to an excellent level since the previous year (NPS 61). Business customers regard Helen as a reliable, responsible and innovative operator. The customers expressed their wish for Helen to have more active customer relationship management

NEW PRODUCTS AND SERVICES

We develop products and services that reduce consumption, balance consumption peaks and cut down carbon dioxide emissions in response to our customers’ needs. Customers are given the opportunity to take part in and influence product development and to improve their user experiences.

In 2019, we launched several new services for both companies and households.

We launched a new virtual battery service to solar panel buyers. The virtual battery is a step towards a new kind of cleaner energy production, in which Helen’s customers are also taking part.  

We introduced the Kiinteistövahti service to boost energy efficiency in buildings and increase comfort of living. In the service, humidity and temperature are measured in the home, and this data is used for optimising comfort of living and reducing the need for heating.

We also developed our service provision in electric transport. We offer housing companies a solution for charging electric vehicles, from planning to installation and maintenance. A remote survey helps to get started.

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