News / 4.2.2014

Helsingin Energia and Helen Sähköverkko Oy customer satisfaction higher than sector average

The general scores received by Helsingin Energia for district heating and Helen Sähköverkko Oy for electricity distribution have gone up in the energy companies’ customer satisfaction survey carried out by the research company IROResearch Oy.

On a scale 1-5, the overall score of Helsingin Energia’s district heating was 3.87 (sector average 3.69) and that of Helen Sähköverkko Oy 3.82 (sector average 3.55).

District heating customers appreciate good price-quality ratio

The scores received by Helsingin Energia’s district heating for the smooth and trouble-free operation of heat distribution remained at a very high level (on a scale 1-5 trouble-free operation of heat distribution 4.31, smoothness of heat distribution 4.24).

Compared to the sector average, Helsingin Energia customers score the price-quality ratio of district heating considerably higher: 3.5 on a scale 1-5, the sector average being 3.24.

The results were up in almost all categories. Helsingin Energia’s district heating scored particularly high on billing reliability (4.15) and flexibility (3.97), reliability of information (3.97) and competent advisory services (3.89).

As for the general and image-related statements included in the survey, Helsingin Energia’s district heating was associated more often than average particularly with the statements ‘competitive’ (deviation from sector average +0.22), ‘reliable’ (+0.19), ‘energy-efficient’ (+0.18) and ‘heating method of the future’ (+0.14).

Electricity distribution customers extremely satisfied with trouble-free operation

Customer satisfaction with the trouble-free operation of electricity distribution by Helen Sähköverkko Oy, which is responsible for the service in the Helsinki area, had risen to a very high level: 4.54 on a scale 1-5, the sector average being 3.94. The speed of fault repairs was also assessed as considerably better than the sector average (Helen Sähköverkko Oy 3.83, sector average 3.47).

Helen Sähköverkko Oy customers awarded high scores on the reliability of electricity distribution billing (3.98) and reliability of information (3.86).

Of the image factors studied, Helen Sähköverkko Oy received high scores, clearly exceeding sector averages, on e.g. reliability (4.01 cf. 3.75) and being up-to-date (3.64 cf. 3.58).

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