Customer Survey for Utilities & Energy Suppliers

The customer survey for municipal utilities and regional suppliers: satisfaction per division, customer service, billing, portal, switching intention, interest in energy-transition offers and regional image – analysable per division, tenure and district.

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Customer Survey for Utilities & Energy Suppliers – questionnaire preview

Utilities have customers who rarely switch, and yet every reason to measure their satisfaction continuously: sales of new products such as heat pumps, solar or charging points depend on exactly that relationship, and the supervisory board asks about the image in the region. This template asks about nine satisfaction aspects, from how understandable the bill is to engagement in the region, and places the two questions next to them that sales cares about: switching intention and interest in new offers. The divisions at the start are a multiple-choice question, so you can compare electricity customers with and without district heating. A URL parameter per district or customer segment makes the results readable on a map.

When should you use this template?

This template is a great fit for:

  • Annually as a customer monitor, via link on the annual bill or in the customer portal
  • Before launching a new tariff, portal or energy-transition product
  • As a short version after every service contact (satisfaction with handling, NPS)
  • As a comparison of several divisions or grid areas in one dataset

Every question in this template

  1. 1

    Which services do you get from us? *

    Multiple answers possible.

    Multiple choice
    • Electricity
    • Gas
    • Water
    • District heating
    • Internet and phone
    • EV charging
  2. 2

    How long have you been a customer? *

    Single choice
    • Less than 1 year
    • 1 to 5 years
    • 6 to 10 years
    • More than 10 years
  3. 3

    How satisfied are you with the following?

    Matrix
    Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
    Value for money
    How understandable the bill is
    Reachability of customer service
    Friendliness and competence of staff
    Handling of requests and complaints
  4. 4

    Have you contacted our customer service in the last twelve months?

    Single choice
    • No
    • Yes, by phone
    • Yes, by email or contact form
    • Yes, at the customer centre
    • Yes, via the customer portal
  5. 5

    If yes: how satisfied were you with how your last request was handled?

    Rating
  6. 6

    Do you intend to switch to another supplier in the next twelve months? *

    Single choice
    • No
    • Maybe, I compare from time to time
    • Yes, I am planning to
    • I have already cancelled
  7. 7

    What would most likely make you switch?

    Multiple answers possible.

    Multiple choice
    • A lower price
    • Better customer service
    • A green or climate tariff
    • A bundle offer (electricity, gas, internet)
    • A better app or portal
    • Nothing, I am staying
  8. 8

    Which offers would you be interested in over the next two years?

    Multiple answers possible.

    Multiple choice
    • Solar panels or balcony solar
    • Heat pump
    • Home charging point or EV tariff
    • Energy advice
    • Smart meter and dynamic tariff
    • Green electricity or biogas tariff
  9. 9

    How likely are you to recommend us to friends or neighbours? *

    NPS (0–10)
  10. 10

    How do you perceive us as a company in the region?

    Single choice
    • Very positively
    • Rather positively
    • Neutral
    • Rather negatively
    • Very negatively
  11. 11

    What should we improve first?

    Long text
  12. 12

    Which age group are you in?

    Single choice
    • Under 30
    • 30 to 44
    • 45 to 59
    • 60 and older

From questionnaire to dashboard

The questionnaire produces the utility's customer monitor:

  • Satisfaction profile: Nine aspects as full scale distributions, filterable by division. You see whether the bill is a comprehension problem or a price problem.
  • Switching intention against satisfaction: The crosstab that tells sales which customers can still be kept and by what.
  • Interest in energy-transition offers: Solar, heat pump, charging point, energy advice as bars, broken down by district and age group. The target list for the next campaign.

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Frequently asked questions

How do we invite all customers without giving up anonymity?
Two routes. The public link with a QR code on the annual bill is fully anonymous. Alternatively, DataLion's fieldwork module sends invitations and reminders to a contact list and shows delivery status; even then, responses are stored without an IP address and without a link to the contact list. Which route you pick is a question of response rate, not of data protection.
Can we link switching intention to satisfaction?
That is the most important chart of the analysis: a crosstab of switching intention against the nine satisfaction aspects, ideally with a driver analysis. It shows whether customers about to switch are hung up on price or on a bill they do not understand. The second can be fixed, the first only partly.
How do we show the results to the supervisory board?
As editable PowerPoint in the utility's layout, one click from the dashboard. Anyone who wants to see the figures continuously gets a shared dashboard link without a login. For the time series over several years the questionnaire stays as a template and every wave lands in the same dataset.

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