Our way of operating responsibly includes continuously identifying the views of our stakeholders and finding a balance between the different expectations our stakeholders have. Dialogue, feedback and good collaboration are the key ways to promote a mutual understanding with our stakeholders.
Value creation and operational development through stakeholder collaboration
Fortum interacts with numerous local communities and millions of people through its businesses. We are a significant employer in our areas of operation, and we take care of the well-being of our personnel. We offer climate-benign products and services that meet customers’ needs, and we strive to ensure the uninterrupted supply of energy. We create significant value for our stakeholders. We engage in active collaboration with our partners and society’s decision-makers to build a sustainable energy future.
Collaboration with different stakeholder groups helps Fortum to assess and meet the expectations that important stakeholder groups have towards the company. We engage in an active dialogue with the different stakeholders associated with our operations, and we strive to find a balance between their varying expectations. We conduct annual stakeholder surveys and use the results in business planning and development. We monitor and assess the public dialogue in the countries where we operate. We have increased the dialogue with our stakeholders also through social media channels in all countries where we operate. Feedback from customers drives the development of our products and services. Additionally, our activities in national and international organisations help to deepen our understanding of global sustainability issues and their connections to our business.
Our main stakeholders include shareholders, investors, analysts, customers, personnel, authorities and decision makers, and media. Our other important stakeholder groups are suppliers of goods and services, energy sector organisations, non-governmental organisations and local communities. We report openly about the impacts of our operations and about the dialogue with our stakeholders.
Stakeholder collaboration throughout the organisation
Management of stakeholder collaboration at Fortum is assigned to a number of functions, particularly communications, corporate relations, human resources, the sustainability unit, the functions responsible for electricity and heat sales and energy production, as well as many of our experts. Responsibilities for managing stakeholder collaboration are primarily determined by stakeholder group or interaction theme. Key interaction areas, e.g. corporate relations, and corporate and customer communications, have annual plans that guide the activities.
Fortum has an informal Advisory Council consisting of representatives of Fortum’s stakeholder groups as invited by the Board of Directors. The Advisory Council aims to increase the dialogue and the exchange of views between the company and its stakeholders.
Information through surveys
In collaboration with third parties, we annually conduct several surveys regarding stakeholder collaboration. The aim of these surveys is to help Fortum assess and respond to the important stakeholder groups’ expectations of the company. The surveys also measure the success of our stakeholder collaboration. Additionally, the surveys provide information about emerging sustainability trends and risks.
We use the extensive One Fortum survey and the EPSI customer satisfaction survey to annually measure customer and stakeholder satisfaction as well as changes in the company’s reputation and the factors impacting it. Additionally, as part of the One Fortum survey, we regularly identify what our stakeholders consider to be the most important sustainability areas. We use the survey results in business planning and development and in identifying material aspects in corporate responsibility.
Our stakeholder surveys
|Finland, Sweden, Norway, Poland, the Baltic countries, Russia
|EPSI customer satisfaction surveys
||Finland, Sweden, Norway
||All operating countries
||Employer surveys by T-Media and Universum in Finland 2015.|
Employer survey by Universum in Sweden.
Improvement in customer satisfaction and reputation in One Fortum survey in 2015
The results of the 2015 One Fortum survey indicated that customer satisfaction improved among virtually all customer groups. We are pleased with the positive trend in customer satisfaction over the five years that the One Fortum survey has been conducted.
Fortum has a strong reputation among public administration representatives. Within this group, our reputation improved the most from the previous year. Our reputation also improved and is now good amongst non-governmental organisations, opinion leaders, personnel and customers. Our reputation is weakest among the general public; our reputation in Finland remained at the previous year’s level and it improved somewhat in Sweden. Based on the survey results, our future focus should be specifically on social responsibility and on taking customers into even more consideration.
Focus on customer centricity improved customer satisfaction
Our Group-wide development programme, Customer in the centre, has strengthened our culture of customer centricity, which has led to better customer satisfaction.
The international and independent EPSI Rating annually surveys the level of satisfaction of electricity retail company customers in Finland, Sweden and Norway. Based on the 2015 EPSI survey, Fortum’s customer satisfaction improved in all three countries where we offer electricity products and services.
Our customer satisfaction rating in Norway increased to a level clearly better than the industry average and is third best of the electricity companies in Norway. We also achieved our all-time best rating in Finland. In Sweden, too, our customers were clearly more satisfied than previously.
Security of supply, sustainable operations and risk management of interest to stakeholders
In the 2015 stakeholder survey on sustainability, decision makers, NGOs, employees and the general public emphasised the importance of security of supply of heat and electricity, sustainability-related risk management and sustainable business practices. Our personnel emphasised the safety of operations. For the general public, the use of renewable energy sources was important.