Oulun Energia’s 2025 Customer Experience Survey: Strengths and Development Areas Driving Progress
25.11.2025
/ Last updated 00:00
This year, we once again conducted a study measuring customer experience and competitiveness for our electricity network and district heating service customers, in collaboration with Ratkaisutoimisto Seedi, during autumn 2025. For the first time, our consumer customers were also included. This gave us an even more comprehensive understanding of our strengths as well as our customers’ wishes and needs. A big thank you to all our customers who responded to the survey!
Customer Experience and Competitiveness in Oulun Energia’s District Heating Services
In the district heating survey, the Net Promoter Score (NPS) for business customers rose by four points compared to last year and now stands at 32, while for household customers the NPS is 15.
Customers’ perception of district heating as an environmentally friendly heating method has strengthened, particularly among business customers. Local presence, operational reliability and trustworthiness are considered the most important competitive advantages, and the image of district heating is strongly associated with ease of use and reliability.
More than half of the customers surveyed are already familiar with Oulun Energia’s new digital customer channel, OE Digipalvelu, but they would like more communication about its benefits. Development efforts will focus particularly on improving the speed of customer service.
Identified development areas:
- Increased communication about OE Digipalvelu and especially its benefits.
- Finding ways to improve our response times and decision-making speed, both in customer service and in other forms of collaboration with customers.
Customer Experience and Competitiveness in Oulun Energia Sähköverkko Oy’s Network Services
In the electricity network survey, the NPS for business customers rose by two points and now stands at 31, while for household customers the NPS is 17.
Customers highlighted local presence, operational reliability and trustworthiness as key strengths. Areas for improvement included customer service and the network company’s ability to develop and innovate, which business customers felt had slightly declined.
Customers are looking for clearer information on energy and battery technologies, pricing, and the progress of customer cases. Slightly less than half of customers are familiar with OE Digipalvelu, and more communication about its benefits is desired.
Identified development areas:
- Improving our response and decision-making speed when interacting with customers.
- Communicating more strongly about the benefits customers gain by using our digital customer channel, OE Digipalvelu.
- Highlighting more actively in our communications the role of the electricity network company, its societal importance, and its development work as a promoter of the green transition.
Results from Our Circular Economy Company, Syklo
We also surveyed customers of our circular economy business about customer experience and competitiveness. The results can be found on the website of our subsidiary, Syklo Oy.
