Customer satisfaction and reputation

For Fortum, customer satisfaction and reputation are a top priority in implementing the company’s strategy and in growing the business. We have set Group-wide targets for customer satisfaction and for our reputation.

Customer in the centre

The Group-wide Customer in the centre development programme was launched in 2015 with the aim of promoting a customer-centric culture in our company. The programme continued in 2016. Our new strategy, published in February and further defined in autumn, also put customers in sharper focus. In conjunction with the publication of the strategy, we launched five must-win battle (MWB) development programmes, one of which is “Put the customer in the centre”. The programme contains specific projects to improve the customer experience and our offering, e.g., by utilising the opportunities brought by digitalisation. In our development efforts, we are engaging in increasingly closer collaboration with our customers.

One Fortum survey provides information about all stakeholder groups

We use the extensive One Fortum survey to annually measure customer and stakeholder satisfaction as well as changes in the company’s reputation and the factors that impact it. The survey covers customers, public administrations, capital markets, non- governmental organisations and opinion makers as well as Fortum’s personnel. In Finland and Sweden, we also survey the views of the general public and media.

Customer satisfaction

Our Group-level target for all business areas is to achieve a customer satisfaction rating of “good”, i.e.70–74, in the One Fortum survey. Customer satisfaction in 2016 was at a good level in all business areas, except electricity sales to business customers. The results of the One Fortum survey clearly indicate that these days customers are looking for advice and additional services related to their energy use. 

Reputation

Our Group-level target for all business areas is to achieve a customer satisfaction rating of “good”, i.e.70–74, in the One Fortum survey. Customer satisfaction in 2016 was at a good level in all business areas, except electricity sales to business customers. The results of the One Fortum survey clearly indicate that these days customers are looking for advice and additional services related to their energy use.


 

4/5/2017