The 2023 EPSI Sähkönsiirto survey showed that overall Finnish private customers are dissatisfied with their electricity transmission companies, with an average satisfaction score of 57.3 out of 100. This score is below the minimum score of 60 required for a positive satisfaction rating.
Comparatively, the satisfaction rating for electricity sales companies and district heating companies is higher than that of electricity transmission companies. The survey identified Turku Energia Sähköverkot Oy as the top company in terms of customer satisfaction, with an index score of 67.6. Additionally, Vantaan Energia Sähköverkot Oy and Helen Sähköverkko Oy were ranked among the top three. These companies were noted for their value for money.
On the other end of the spectrum, Caruna Oy received the lowest rating with 44.8 index points, showing a considerable departure from the industry average. Similarly low satisfaction ratings were given by customers in the Kainuu region to Kajave Oy. This dissatisfaction was attributed to increased electricity transmission prices and high operating profits.
The study also found that the largest electricity distribution companies in Finland, including Caruna, Elenia Verkko Oy, and Helen Sähköverkko, have been steadily increasing electricity prices. Furthermore, the study revealed that only a small percentage of Finns feel well informed about the operations of their electricity transmission companies.
The survey was conducted on approximately 2,700 electricity transmission customers, and the results were released in a research announcement. According to Heidi Laitinen, the country manager for EPSI Rating Finland, companies have consistently maintained the average satisfaction level in the previous year. She also highlighted the need for companies to engage and better inform their customers, which presents an untapped business opportunity for improvement.