Customer satisfaction

Input and correlations relevant to issue

Issue definition

Customers count on excellence in our service, communications, and handling of interruptions and complaints. We respond adequately to customer needs and actively promote customer satisfaction.

Stakeholder expectation

Customers count on excellent service, communication and handling of interruptions, questions and complaints. Municipalities and business customers expect a clear point of contact and that we deliver on our commitments. Actively focusing on customer satisfaction is a priority. Via and our telephone customer service, stakeholders can report complaints or malpractices relating to our company and activities carried out in our name.

Our long-term objective

Customer convenience will rise further in the coming years and will remain higher than the national benchmark of Dutch network operators. Customer satisfaction as measured by the Net Effort Score (NES): consumers at least 53%, business at least 32%.

Contribution from Alliander

We work daily to secure a continuous energy supply, both now and in preparation for the future. The quality of our services and communications vis-à-vis business customers and municipalities was improved. Our digital services were improved for all our customers thanks to our continuous online accessibility and short response times. The website experience for consumers and business customers was also further enhanced. Our performance was above the benchmark for business customers, and just below the benchmark for consumers. Customer convenience measured by the NES score is higher than 53% (consumer market) and 32% (business market). Result for consumers is 54% and business customers 35%.

Relationship with Alliander impact model: Manufactured capital

The sense of well-being and comfort derived from the availability of energy is enhanced further when customers are satisfied. Lower customer satisfaction means less added value for consumers.   

Link with strategy



Completion of work package, privacy of energy data, cybersecurity, capacity for change

Stakeholder information