According to the 2023 EPSI Sähkönsiirto survey, Finnish private customers are generally dissatisfied with their electricity transmission companies. The study found that the satisfaction of Finnish private customers with their network companies is at 57.3 index points out of 100, which indicates a high level of dissatisfaction. This score is significantly lower than the perceived satisfaction with electricity sales companies and district heating companies.
The survey ranked Turku Energia Sähköverkot Oy as the top company with a score of 67.6 index points, followed by Vantaan Energia Sähköverkot Oy and Helen Sähköverkko Oy. However, some companies saw increases in customer satisfaction from the previous year, such as Turku Energia Sähköverkot and Oulun Energia Oy.
The survey also revealed that only a few Finnish customers have a good understanding of their electricity transmission company’s operations, with only 6 percent believing that they know the operations very well. Approximately 25 percent rated their knowledge in the middle of the scale, representing an area for improvement and an untapped business opportunity. Heidi Laitinen, country manager at EPSI Rating Finland, emphasized that this lack of understanding could be addressed through better communication and education initiatives from transmission companies.
Caruna Oy and Kajave Oy received the lowest scores in the survey due to recent price increases for electricity transmission services. Caruna raised its prices for over 700,000 customers earlier this year and made significant profits in the first half of the year. Elenia Verkko Oy and Helen Sähköverkko Oy are also among Finland’s largest distribution network companies and have each raised electricity prices in the past two years.
Overall, while some companies saw improvements in customer satisfaction levels from last year’s readings, many transmission companies maintained an average satisfaction level comparable to industry standards. The survey highlights areas where improvement is needed in terms of transparency, communication, and pricing practices to increase customer trust and satisfaction with electricity transmission services in Finland.