As a district heating supplier to thousands of homes, housing cooperatives, condominiums and commercial buildings in Oslo, Hafslund conducts annual surveys to gain insight into what customers are satisfied with and where we can improve.

This year’s survey shows a positive trend. Overall customer satisfaction has increased by 6.4 points since last year, measured on a scale from 0 to 100. The largest increase is among residential customers, whose satisfaction has risen by as much as 7.9 points.

A reliable heat supply is what customers value most

Across all customer groups, a stable and reliable heat supply is highlighted as our greatest strength.

Housing cooperatives and condominiums particularly highlight operational reliability, digital services on My Page and expert advice. Business customers value reliability, consistent temperatures and easy follow-up, while residential customers emphasize comfort and the environmental benefits of district heating.

- Customer feedback is extremely important to us. That is why it is encouraging to see customer satisfaction continue to rise. The results show that our focus on customer experience, digital services, customer service and advisory services is delivering value, says Anna Medle, Head of Customer Experience at Hafslund Celsio.

Targeted improvements deliver results

Over the past year, we have, among other things:

• Further developed our advisory services through webinars, breakfast meetings, free technical advice, and onboarding for new customers.
• Launched new services such as Optivarme to improve control and energy efficiency.
• Improved My Page and our customer pages, including through a new map-based solution for operational updates and fault notifications.
• Provided clear information and guidance in connection with the introduction of Norgespris.

In addition to these measures, we have continued to prioritize excellent customer service, with high availability, quick response times, and close follow-up when customers need it.

What customers want more of

Customers want a simpler, more worry-free day-to-day experience. Across all customer groups, there is strong interest in advice on operations and maintenance, clear information about responsibilities and pricing, as well as training through courses and webinars.

Predictable prices, energy savings and the ability to influence their own energy consumption are also important to many customers. At the same time, more customers are seeking comprehensive energy and service solutions that can help make operations more efficient.

“We will use the insights from this year’s survey in our ongoing efforts to make it easier to be a district heating customer and deliver an even better customer experience,” Anna concludes.

Are you a district heating customer with more feedback to share? Don’t hesitate to contact us.