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Customer satisfaction in district heating at an excellent level! Thank you, our customers.

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Our district heating customers gave us an excellent score in the customer satisfaction survey conducted by Innolink. The survey was completed at the end of 2020. The objective of the survey was to chart the level of satisfaction among our district heating customers with regard to the operation and services of the company and to find key development areas and strengths of our operations.

On a scale from 1 to 5, we scored 4.22, which is our best result in the history of the survey (4.00 in 2019). The score consists of the average of five customer satisfaction claims: the accessibility of customer service or staff, friendliness of staff, taking care of agreed matters, the ability to solve the customer’s problems or issues, and the speed of service.

Our Net Promoter Score, i.e. the likelihood to recommend the company, was also at a high level (54). This result was the best among the district heating companies taking part in the survey.

Other matters where we ranked especially high in the survey were the company’s reputation and the image of district heating. In these areas, we ranked second and third out of all district heating companies that took part in the survey. With regard to the questions about reputation and the district heat we produce, our customers appreciate especially our reliability and responsibility, and our investment in renewable heat production.

We will still study the survey results in further detail and take them into account in our plans for next year.

Further information
Matti Wallin
Business Director, Energy Service Business
Vantaa Energy Ltd
+ 358 44 723 5782