District heat and electricity distribution customers are satisfied

Customers gave Helen Ltd’s district heat an overall rating of excellent, and the operations of Helen Sähköverkko Oy were regarded as good. These are some of the results of the customer satisfaction survey on energy companies, implemented by the research company IROResearch Oy.

Helen Ltd (previously Helsingin Energia) was rated by its district heat customers with an overall grade of 3.92 on a scale of 1 to 5, which is an improvement on the previous year (3.87) and better than the average for the sector (3.67). Helen Sähköverkko Oy’s overall rating was 3.63 (3.82 in the previous year) while the sector average is 3.50.

Customers find that supply of district heat is secure

Overall satisfaction in Helen’s district heat has risen slightly on the previous year. The result is at an excellent level and clearly better than the sector average.

Helen’s district heat was ranked very high in terms of undisturbed heat supply (average 4.32 on a scale of 1 to 5, sector average 4.16) and stability of heat supply (4.24, sector average 4.09).

The customers were of the opinion that Helen has a secure supply of district heat (4.19 on a scale of 1 to 6, sector average 4.08), Helen’s district heat is energy efficient (3.82, sector average 3.63) and easy to manage (4.38, sector average 4.32), and that it increases comfort of living (4.12, sector average 4.03).

The customers of Helen Ltd rank its district heat clearly higher than the sector average in almost all areas. The level of satisfaction is significantly higher in the customer services’ ability to solve customers’ problems or issues, in reliability of communications, value for money in district heat, competitive prices in view of other heating methods, functioning of reporting in heat use, speed of repairing faults, and a reliable image.

A total of 150 Helsingin Energia’s customers took part in a telephone interview for the survey in autumn 2014. The maximum statistical error margin of the study is about ±8.2 percentage points.

Undisturbed electricity supply is a strength

The level of overall satisfaction of the customers of Helen Sähköverkko Oy is somewhat higher than the sector average. Customer satisfaction in the expertise and professional skills of customer services and employees, as well as in their accessibility, has improved significantly.

Helen Sähköverkko Oy’s clear strength lies in the undisturbed electricity supply. The level of customer satisfaction in undisturbed electricity supply is considerably higher than the sector average (an average of 4.37 on a scale of 1 to 5, sector average 3.79).

The customers of Helen Sähköverkko Oy are also satisfied in obtaining information from the company’s website (3.70, sector average 3.50) and in communications in power failures (3.40, sector average 3.33).

A total of 150 customers of Helen Sähköverkko Oy took part in a telephone interview for the survey in autumn 2014. The maximum statistical error margin of the study is about ±8.2 percentage points.

Published: 23.01.2015 16:26

Marina Galkin-Aalto
Journalist
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