{"id":9325,"date":"2026-03-31T11:54:29","date_gmt":"2026-03-31T11:54:29","guid":{"rendered":"https:\/\/www.zenloop.com\/en\/?p=9325"},"modified":"2026-03-31T12:13:58","modified_gmt":"2026-03-31T12:13:58","slug":"customer-satisfaction-among-energy-providers","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/customer-satisfaction-among-energy-providers\/","title":{"rendered":"Customer Satisfaction among Energy Providers 2025"},"content":{"rendered":"
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Customer Satisfaction among Energy Providers 2025<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

Where do we stand \u2013 and how do we win in 2026?<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

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What Is the Problem? <\/strong>The energy sector is facing a genuine turning point in 2025. Rising prices, growing competition, and significantly higher customer expectations are presenting suppliers with new challenges. According to current studies, the average Net Promoter Score (NPS) of German energy suppliers stands at -14<\/strong>, a figure that illustrates how urgently customer-centricity has become a priority.<\/p>\n

Yet there are suppliers who demonstrate how customer loyalty can be systematically increased. One outstanding example: Stadtwerke Kassel.<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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  1. \n\t\t\t\t\t\tWhere does the Energy Sector stand today?<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  2. \n\t\t\t\t\t\tHow go German Energy Suppliers perform?<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  3. \n\t\t\t\t\t\tThe biggest Challenges across the Industry<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  4. \n\t\t\t\t\t\tWhat are the decisive Factors influencing the German NPS?<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  5. \n\t\t\t\t\t\tSuccess Story \u2013 Stadtwerke Kassel<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  6. \n\t\t\t\t\t\tHow Surveys reveal hidden Strengths in the Customer Journey<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  7. \n\t\t\t\t\t\tHow zenloop supports: Listen, Understand, Act<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  8. \n\t\t\t\t\t\tRecommendations for Action for Energy Suppliers in 2026<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t\t\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n
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    Where does the Energy Sector stand today?<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span>The energy sector is in the midst of a period of upheaval.<\/p>\n

    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.<\/strong><\/p>\n

    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<\/strong> \u2014 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.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    \"\"<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    How go German Energy Suppliers perform?<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span><\/span><\/i>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)<\/strong> and Eprimo (+24,6)<\/strong> are setting benchmarks.<\/p>\n

    At the same time, a look at the age structure reveals a clear warning signal: over 60%<\/strong> of young customers are dissatisfied<\/strong>. Those who lose this generation today will also lose the customers of tomorrow.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    The biggest Challenges across the Industry<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span><\/span>Our experience with municipal utilities shows that many suppliers struggle with similar issues<\/strong>. We repeatedly find that legacy technical systems, insufficient project capacity<\/strong>, and fragmented customer journeys<\/strong> make customer-centricity more difficult. Energy, mobility, and additional services are often viewed in isolation, yet from the customer’s perspective they belong together.<\/p>\n

    Added to this is the fact that customer experience is frequently perceived as one large, complex transformation project. In practice, however, the evidence shows that the starting point can be small<\/strong>, as long as feedback is gathered<\/strong> and used systematically<\/strong>.<\/p>\n

    Today, emotional connection<\/strong> to a brand<\/strong> is one of the most important factors for customers. Even though energy itself is not inherently emotional, customer expectations are particularly high<\/strong>, especially at sensitive moments such as a move or a tariff change. Creating positive customer experiences<\/strong> is therefore a central success factor and should be at the very top of municipal utilities’ priority lists<\/strong>.<\/p>\n

    In many organizations, departments continue to work in silos. As a result, topics related to customer experience and customer satisfaction often go unaddressed, as clear responsibilities are lacking and customer feedback is not consistently acted upon.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    What are the decisive Factors influencing the German NPS?<\/h2>\n\t\t\t\t\t\t\t\t
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    \"\"<\/p>\n

    The graphic illustrates the key factors influencing the Net Promoter Score (NPS) of German energy suppliers.<\/p>\n

    A pronounced trust crisis<\/strong> plays a decisive role: 77% of Germans do not trust their energy supplier.<\/p>\n

    At the same time, a high degree of opacity<\/strong> is evident, as only 22% fully understand their electricity bill.<\/p>\n

    Sustainability<\/strong> is also gaining increasing importance, with 58,6% of customers actively preferring green energy tariffs.<\/p>\n

    The energy crisis<\/strong> 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.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    Success Story \u2013 Stadtwerke Kassel<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span>The effectiveness of this approach is demonstrated by Stadtwerke Kassel<\/a>. Since 2022, they have been using zenloop to measurably improve customer experiences. Feedback is collected across more than 22 touchpoints<\/strong> along the entire customer journey \u2014 from digital processes to analog contact points.<\/p>\n

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

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    \"\"<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t

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    <\/h3>\n\t\t\t\t
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    How Surveys reveal hidden Strengths in the Customer Journey<\/h2>\n\t\t\t\t\t\t\t\t
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    \"\"The following illustration shows four sample NPS surveys of a customer at different points along the customer journey<\/strong>, highlighting how significantly perceived customer satisfaction can vary depending on the touchpoint.<\/p>\n

    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<\/strong>. The meter reading entry<\/strong> also achieves a nearly identical score with an NPS of 62<\/strong>. This demonstrates that the company is performing exceptionally well at these touchpoints \u2014 which are often considered critical \u2014 and is consistently meeting the needs of its customers.<\/p>\n

    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.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    How zenloop supports: Listen, Understand, Act<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span>Our recommendation is clear: place the customer consistently at the center<\/strong>. This requires more than individual surveys \u2014 what is decisive is a holistic approach built on listening, understanding, and acting<\/strong>.<\/p>\n

    Companies should systematically capture customer feedback across all relevant touchpoints, for example through standardized metrics such as NPS, CSAT, or CES<\/strong>, as well as individually customizable questionnaires. With the help of AI-powered analytics<\/strong>, 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 \u2014 and genuine customer-centricity becomes embedded in everyday operations.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    Recommendations for Action for Energy Suppliers in 2026<\/h2>\n\t\t\t\t\t\t\t\t
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    <\/span><\/span>Based on all of this data, clear recommendations emerge.<\/p>\n

    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<\/strong>: when dissatisfied customers are contacted within 24 to 48 hours \u2014 in some cases even automatically \u2014 up to 60% of detractors can be converted into passives or promoters.<\/p>\n

    In addition, clear and transparent communication<\/strong> plays a decisive role. Particularly when it comes to prices and bills<\/strong>, customers expect understandable explanations, early announcements, and comprehensible alternatives. This is complemented by the expansion of digital self-services<\/strong>, such as intuitive apps, chatbots, or simplified processes that support customers around the clock. Last but not least, internal NPS champions<\/strong> and a credible sustainability image<\/strong> 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.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n

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    <\/span><\/p>\n

    Start Setting Up zenloop Surveys Now and Get to Know Your Customers Better Than Ever<\/strong><\/h3>\n<\/span>\n

    Contact our team<\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    \"\"<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"

    Why 77% of Customers Don’t Trust Their Energy Supplier \u2013 and Which Strategies Will Make the Difference in 2026.<\/p>\n","protected":false},"author":26,"featured_media":9342,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[21,20],"tags":[15,19,16],"class_list":["post-9325","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-resources","tag-customer-experience","tag-customer-satisfaction","tag-net-promoter-system"],"acf":[],"yoast_head":"\nCustomer Satisfaction with energy sector -The Complete Overview!<\/title>\n<meta name=\"description\" content=\"Customer Satisfaction in the Energy Sector: Why 77% of Customers Don't Trust Their Supplier \u2013 and Which Strategies Will Make the Difference in 2026.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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