1.4 Customers

Fingrid provides transmission grid and electricity market services to its customers: power companies, electricity-consuming industry and electricity market participants. The company’s operations are largely based on fulfilling statutory duties, and they are conducted with the customers in mind, fairly and on equal terms. 

According to the customer survey conducted in autumn 2019, customers’ satisfaction with Fingrid has remained at the previous year’s good level. More than half of the customers felt that the company’s operations had improved during the past year. According to the survey, customers perceive Fingrid as an open and co-operative player who works for the benefit of the whole of society and treats its customers equally. The company received a Net Promoter Score (NPS) of 36, which is a good result for a natural monopoly. 

According to a study carried out by the European Network of Transmission System Operators for Electricity (ENTSO-E) in 2019, the transmission tariffs for electricity in the Finnish transmission system are the third lowest in Europe, compared with transmission grids of a similar size. The comparison included 36 countries. In 2020, the grid service fees will be maintained at the previous year’s level. 

During the year under review, Fingrid’s services were redefined and regrouped into larger packages. The service offering now consists of main services, which are grid services and electricity market services. 

As a result of its customer service development work, Fingrid launched the online service platform My Fingrid in May 2019 for its customers. In My Fingrid, customers can view, for example, electricity transmission metering, invoicing and reactive power information as well as disturbance and transmission outage information. Different customer data can be updated and reported through the service.