The latest EPSI Sähkönsiirto survey has revealed that Finnish private customers are generally unhappy with their electricity transmission companies. Despite a high level of satisfaction with electricity sales and district heating companies, the study found that private customers’ satisfaction with their network companies was at just 57.3 index points out of 100, indicating a significant level of dissatisfaction.
The top-ranked company in the comparison was Turku Energia Sähköverkot Oy, with an index point score of 67.6, followed by Vantaan Energia Sähköverkot Oy and Helen Sähköverkko Oy. However, Caruna Oy and Kajave Oy received the lowest scores due to recent price increases and substantial profits made by these companies.
Interestingly, some companies saw an increase in customer satisfaction from the previous year, including Turku Energia Sähköverkot and Oulun Energia Oy. However, the largest transmission companies maintained an average satisfaction level comparable to last year’s readings. Caruna, Elenia Verkko Oy, and Helen Sähköverkko Oy are Finland’s largest distribution network companies and have each raised the price of electricity in the past two years.
The survey also found that only a small percentage of Finnish customers have a good understanding of their electricity transmission company’s operations, with just 6% believing they know the operations very well. Approximately 25% rated their knowledge in the middle of the scale, representing an area for improvement and an untapped business opportunity for these companies to educate their customers better on their operations.
The survey interviewed approximately 2,700 electricity transmission customers between November 10th and November 16th, 2023.
Overall, this study highlights the need for improved communication between energy providers and consumers to address concerns about pricing transparency and customer education in Finland’s energy sector.