Customer Satisfaction among Energy Providers 2025

The energy sector is in the midst of a period of upheaval.

Several developments are significantly influencing customer satisfaction and NPS: 77% of customers do not trust their energy supplier, only 22% fully understand their electricity bill, 95% felt insufficiently supported during the energy crisis, and 58.6% actively prefer green electricity.

A look at other European countries shows that things can be done differently. While countries such as Sweden, Norway, and Finland achieve NPS scores of +25 or higher, Germany remains significantly behind with an NPS of -14 — as does the United Kingdom, which shares the same NPS score as Germany. The comparison makes one thing clear: poor customer satisfaction is not an inevitability, but a matter of strategy.

There are also positive examples within Germany itself. Some providers demonstrate that excellent customer experience is entirely possible. Suppliers such as Green Planet Energy (NPS +32,7) and Eprimo (+24,6) are setting benchmarks.

At the same time, a look at the age structure reveals a clear warning signal: over 60% of young customers are dissatisfied. Those who lose this generation today will also lose the customers of tomorrow.

The graphic illustrates the key factors influencing the Net Promoter Score (NPS) of German energy suppliers.

A pronounced trust crisis plays a decisive role: 77% of Germans do not trust their energy supplier.

At the same time, a high degree of opacity is evident, as only 22% fully understand their electricity bill.

Sustainability is also gaining increasing importance, with 58,6% of customers actively preferring green energy tariffs.

The energy crisis has had a particularly strong impact on customer satisfaction: 95% of respondents felt insufficiently supported during this period. Together, these factors illustrate why customer-centricity and transparent communication are crucial for energy suppliers today.

The effectiveness of this approach is demonstrated by Stadtwerke Kassel. Since 2022, they have been using zenloop to measurably improve customer experiences. Feedback is collected across more than 22 touchpoints along the entire customer journey — from digital processes to analog contact points.

The result: over 10,900 responses, more than 2,500 qualitative comments, and an impressive NPS of +54. CSAT and CES scores also reach top values of +7. This makes Stadtwerke Kassel one of the best-performing energy suppliers in Germany today.

The following illustration shows four sample NPS surveys of a customer at different points along the customer journey, highlighting how significantly perceived customer satisfaction can vary depending on the touchpoint.

Particularly noteworthy is the fact that the Net Promoter Score following a move stands at 66, which is even higher than after the initial contract conclusion. The meter reading entry also achieves a nearly identical score with an NPS of 62. This demonstrates that the company is performing exceptionally well at these touchpoints — which are often considered critical — and is consistently meeting the needs of its customers.

Even in more functional or administrative processes, the company succeeds in creating a positive customer experience and maintaining satisfaction at a high level. The results underline how effective targeted touchpoint surveys are in making strengths visible and measurably improving customer experience.

Our recommendation is clear: place the customer consistently at the center. This requires more than individual surveys — what is decisive is a holistic approach built on listening, understanding, and acting.

Companies should systematically capture customer feedback across all relevant touchpoints, for example through standardized metrics such as NPS, CSAT, or CES, as well as individually customizable questionnaires. With the help of AI-powered analytics, customer opinions can then be automatically evaluated and categorized, and the key drivers of satisfaction or dissatisfaction identified. On this basis, companies can respond quickly: through automated notifications, workflow tools, and ticketing systems, insights are translated directly into concrete measures. In this way, feedback becomes measurable improvement — and genuine customer-centricity becomes embedded in everyday operations.

Based on all of this data, clear recommendations emerge.

The action recommendations for 2026 clearly show which levers energy companies can use to sustainably increase customer satisfaction. A central lever is closed-loop feedback: when dissatisfied customers are contacted within 24 to 48 hours — in some cases even automatically — up to 60% of detractors can be converted into passives or promoters.

In addition, clear and transparent communication plays a decisive role. Particularly when it comes to prices and bills, customers expect understandable explanations, early announcements, and comprehensible alternatives. This is complemented by the expansion of digital self-services, such as intuitive apps, chatbots, or simplified processes that support customers around the clock. Last but not least, internal NPS champions and a credible sustainability image contribute to building trust. When employees are empowered to handle feedback with empathy and customers are actively involved in the energy transition, a long-term, positive customer relationship is created.