Norway's best customer service: Fortum in the finals for the third year in a row

— We are incredibly happy and proud of this recognition, and we believe it shows our commitment and ambition to provide customers with the best experience of being an electricity customer at Fortum,  says Sanjin Pekusic, Team Manager Customer Service at Fortum Strøm.

The nomination is the result of over 20,000 customer interviews, and the award will be presented during the Customer Service Days in Oslo in May, according to Kundeserviceavisen.

Important for Customers

Since Russia started its energy war against Europe, electricity prices have fluctuated significantly. There have been periods of very high prices, which have caused a lot of concern among customers.

— Customer service is an important channel to assist our customers. Many are worried about the high electricity prices and want tips on how to save on electricity consumption, make the best use of our additional services, use our app to manage electricity consumption, or better understand the electricity market, says Pekusic.

He explains that customer service receives many thousands of inquiries every month and that a lot of time and effort is put into ensuring that every customer experience is positive, that customers receive the assistance they need, and that any feedback is followed up.

The Heart of the Company

Hans-Erik Ramsdal, Managing Director of Fortum Strøm, explains that customer contact and service are the heart of the organization.

—  Customer service is the frontline in our contact with customers. They not only listen and have dialogues with customers, but they also receive feedback on how we can develop and improve. This two-way communication is incredibly important to us, he says.

Ramsdal himself has spent a significant amount of time this winter talking to customers. Through a new initiative, Fortum customers have been able to call Ramsdal directly.

— It has been very informative and good conversations, and we have received useful feedback that we incorporate into our service development and daily communication work. Customers have asked about everything from the app to how the electricity market works. I spoke with several of our older customers who had full control over both the app, energy saving, and their electricity consumption, he explains.

Read more about the app here: One of Europe's best energy apps - now even smarter, faster and better looking | Fortum

Won Last Year

In a similar ranking last year, the Fortum group took first and third place, with both NorgesEnergi and Fortum being nominated. The NorgesEnergi brand has since been merged with Fortum.

—  We are incredibly proud to be nominated for a final place for the third year in a row! After last year's victory as well, this confirms that we are truly at the top in Norway and put customers first, he concludes.

Read more about our: Award winning customer service x2 | Fortum