Poland and Norway has been awarded for their excellence
Fortum currently serves 2.4 million customers. A key priority in Fortum Consumer Solutions business strategy is creating smoother customer journeys, and to achieve this customer service plays a vital role. In recent years, energy prices have fluctuated significantly, and many customers have have turned to Fortum for advice and assistance. Several surveys show that Fortum's customers are ever increasingly satisfied with the service they receive. Now, these successes are also being recognized externally, as Fortum has been awarded the prize of "Customer Service of the Year" in both Poland and Norway, as well as earlier in Finland. Additionally, Fortum’s app has been ranked as one of Europe's best energy apps among 250 European apps. An important recognition in Fortum’s ambition to always offer a smooth customer journey.
In Norway, Fortum has utilized two brands, Fortum and NorgesEnergi, both were among top three in the prestigious national ranking, based on over 20 000 interviews.
"We are very proud and happy that our dedicated work has paid off. We are a great team that helps each other. Great service is something that must be provided again and again every single day, and a recognition like this is something we must continuously earn." says Jeanette Braathen, Head of Fortum’s Customer Service in Norway.
In Poland Fortum received the 2024 Service Quality Star in the category ‘Energy and gas suppliers’ by customer votes. The winners of the Service Quality Star are annually the most well-known companies in Poland and leaders in their respective industries. This award is a symbol of the highest standards of customer service.
“The feedback we collect clearly confirms that customers appreciate us for our personalized approach, reliability, openness, and willingness to help. What sets us apart is our approach. We strive not only to answer questions but, to engage in conversation. This award is not only a source of pride but also a commitment to continue improving our processes”, says Sylwia Walterska, Senior Business Manager Customer Service and Operations, from Fortum Poland.
There are several areas that contribute to these great results when it comes to customer service. Both Jeanette and Sylwia emphasize the importance of excellent communication. Energy can be perceived as complicated by many, so Fortum's customer service team has worked to simplify as much as possible, and for example, been careful not to use complex terms or jargon.
"The most important thing, of course, is that our customers feel they get their primary issue resolved smoothly, and then we also always try to go the extra mile. This can involve anything from summarizing the dialogue for clarity to anticipating and understanding what questions might arise for the customer next," says Jeanette Braathen.
The awards are important for the future development of Fortum’s customer service
"This is a very awesome recognition that our way of constantly improving and developing the service to our customers is paying off, and we know we can improve even further. It is a solid and systematic effort where we develop both large and small things together to be the best energy advisor to our customers. We now take this milestone with us into the future with the ambition to keep on improving in all our markets”, says Eric Ljuden, Director, Customer Success and Sales, at Fortum Consumer Solutions.