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Customer satisfaction with the electricity industry is falling for the third year in a row, according to a new survey, even though the price of electricity is historically low. The chief analyst sees two explanations.
DISSATISFACTION: Despite historically low electricity prices, customers are less satisfied.
Johansen, Erik / NTB scanpix
Published:,
– We think that reducing electricity prices would have a positive effect and increase customer satisfaction. But that hasn’t happened, Fredrik Høst tells E24.
He is the director of EPSI Rating Norway, which interviews thousands of electricity customers each year to map customer satisfaction among electricity companies.
This year’s results are striking: Total customer satisfaction is measured at 69.6 points out of a possible 100, meaning this year’s electricity customers have become even less satisfied after the satisfaction drop in both 2018 as in 2019.
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This is despite the fact that electricity has historically been cheap several times a year, most recently in early November. Then, for the second time in history, electricity customers in southern Norway were paid to use electricity, as the price hit negative territory by two øre.
The causes include large amounts of rain and strong winds, according to experts.
But power companies are constantly fighting to win the favor of customers. This is how the judgment of private clients has been developed since 2010 (red line):
DECREASE: Customer satisfaction reached a preliminary peak in 2017, but has since fallen.
Source: EPSI Rating Norway
“As previous studies have shown a close link between electricity prices and customer satisfaction, one should expect a certain increase in satisfaction among Norwegian electricity consumers. But the reality is different, ”EPSI analysts say in the report.
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Affected by accusations of price fraud
They highlight “this fall’s media coverage of potential price traps in the industry” as a potential contributor.
«The EPSI measurement, which was carried out before and after that case
published: it shows that satisfaction is slightly lower among customers who have been interviewed after the price trap became known, “the report states.
It is the Consumer Council that was unusually tough in October against what they believe to be an extensive price hoax by 29 power companies.
They believe the company has misled customers with so-called secret markup purchase agreements. Power companies have rejected the allegations, but Høst believes they will not avoid a negative effect on customer satisfaction.
– It seems to have had an effect, however small, he says.
In addition, he believes that record-breaking electricity headlines may, paradoxically, have made customers less satisfied:
– People read that get money use electricity, but here renting from the grid has probably contributed to this not showing up so well on bills. Network income has remained reasonably stable through this, Høst says.
Also, he says the survey shows that power companies have become more passive towards their customers.
TOP AND BOTTOM: This is how the different electric companies score in this year’s customer satisfaction survey. The gray bar shows the industry section.
Source. EPSI classification:
Companies from above and below
The graph above shows the scores of the various power companies in this year’s survey.
Gudbrandsdal Energi is the company with the most satisfied customers, and is described in the EPSI report as a “simple and reliable electricity company with good prices and superior service”.
At the opposite extreme, Hafslund Strøm has the least satisfied customers, something the company also had last year. “An expensive electricity supplier that is not particularly interested in its customers,” the verdict then reads.
This year’s report states that the company has not yet adjusted to the attractive electrical deals of its competitors and that “customers feel less followed and served.
Hafslund communications manager Julie Hæhre received the report from EPSI but did not respond to E24’s inquiries for comment.
