At eSett, we value the relationships we have with our customers above all else. Our core operations revolve around delivering outstanding customer service. We firmly believe in exceeding expectations to ensure customer satisfaction and forging enduring connections. In this blog post, we aim to explain why our customer service has been successful and emphasize our consistent commitment to building authentic relationships with electricity market customers throughout the Nordics.

The Strength of Our Team: Our exceptional customer service is a direct result of the dedication and passion of our employees. We’re both humbled and proud to reveal that our Employee Net Promoter Score (eNPS) is a remarkable 100. This score underscores the authentic concern and enthusiasm our team members have for delivering outstanding support. Our success can be attributed to these exceptional individuals who consistently exceed expectations, ensuring that our customers have memorable experiences.

Delighting Customers, One Interaction at a Time: Customer satisfaction is our top priority, and we are delighted to announce that our recent customer service survey revealed an all-time high average rating of 4.39 out of 5. We deeply appreciate the trust our customers place in us, motivating us to continuously enhance our services and pursue excellence. Each customer interaction presents a chance for us to create a positive influence, and we are dedicated to seizing that opportunity and surpassing expectations.

Getting Closer to Our Customers: We recognize that a profound understanding of our customers’ businesses and requirements is essential for delivering personalized solutions. To achieve this, we introduced the “Close to Customer” program, which has achieved notable success. This program involves visiting our customers in every country we serve, enabling us to gain valuable insights and foster stronger connections. By actively listening to our customers’ challenges and goals, we can develop our company’s offerings to better meet their specific requirements.

Customer Committee: The eSett Customer Committee is a key forum for cooperation, enabling customers to interact with eSett and influence the services and the Nordic Imbalance Settlement model. The Committee consists of a varied group representing different market roles, ensuring a wide range of perspectives. The committee’s impact has resulted in major service improvements, showing eSett’s commitment to customer-focused development and innovation. In summary, it’s a forum that not only facilitates open dialogue but also drives progress for all energy market stakeholders.

Strengthening Bonds at Conferences: In addition to our Close to Customer program, we place great importance on face-to-face interactions. That’s why we make it a priority to meet our customers annually at the settlement conferences hosted by the TSOs in each NBS country. These conferences provide a valuable platform for us to engage in open discussions, present our latest developments, and gather direct feedback from our customers. By meeting in person, we can strengthen the bond we share with our customers, fostering trust and collaboration.

A Commitment to Ongoing Improvement: We recognize that our customers’ needs are ever evolving, and we are committed to continuously improving our services to meet those changing demands. We invest in the latest technologies, streamline our processes, and actively seek feedback from our customers to identify areas for improvement. By being adaptable and staying agile, we can consistently deliver the best possible service and exceed our customers’ expectations.

At eSett, we are deeply grateful for the trust and support our customers have placed in us. Our commitment to exceptional customer service is driven by our dedicated employees and our initiatives like the Close to Customer program. As we move forward, we will continue to nurture our relationships, listen attentively, and adapt to meet our customers’ needs. Your continued support means the world to us, and we look forward to serving you with even greater dedication in the future.