According to a recent survey conducted by EPSI Sähkönsiirto, 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 was at 57.3 index points out of 100, indicating a high level of dissatisfaction. This score is significantly lower than the perceived satisfaction with electricity sales companies and district heating companies.
The top-performing companies in the comparison were Turku Energia Sähköverkot Oy, Vantaan Energia Sähköverkot Oy, and Helen Sähköverkko Oy, all of which received scores of 67.6 index points or higher. On the other hand, Caruna Oy and Kajave Oy received the lowest scores, with Caruna recently raising the price of electricity transmission for over 700,000 customers and making a substantial profit in the first half of the year.
Some companies saw increases in customer satisfaction from the previous year, such as Turku Energia Sähköverkot and Oulun Energia Oy. However, the largest transmission companies maintained an average satisfaction level in the industry comparable to last year’s readings. The three largest distribution network companies in Finland – Caruna, Elenia Verkko Oy, and Helen Sähköverkko Oy – have each raised the price of electricity in the previous two years.
According to Heidi Laitinen, country manager at EPSI Rating Finland, only a few Finnish customers have a good understanding of their electricity transmission company’s operations, with only 6 percent of participants 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. The survey interviewed approximately 2,700 electricity transmission customers between November 10 and November 16, 2023.