About Ellevio

Ellevio operates as a distribution system for electricity, delivering power to customers (without engaging in power generation). As a utilities company, Ellevio’s primary responsibility lies in efficiently distributing electricity and maintaining customer connections. Ellevio also puts a high value in customer satisfaction.

This case study explores the role of the customer experience team at Ellevio, their focus on customer satisfaction, and their use of Netigate as a tool to analyse and understand customer feedback.

How Ellevio is using Netigate

Ellevio has been utilising Netigate surveys for a considerable amount of time to gather information and collect customer feedback. These surveys have enabled their CX transformation progress and helped them to get a general understanding of customer opinions.

After the acquisition of Lumoa by Netigate, the team at Ellevio has recognised the importance of qualitative data in truly understanding the customer’s frame of mind. This is why they have decided to start using Netigate CX.

A problem with lengthy surveys is that they generally get few responses, particularly among a younger audience. Netigate gives us the opportunity to shorten the surveys and have more open-ended questions, which will trigger more responses. – Jakob Forslin, Customer Data Analyst

Netigate CX will allow them to extract valuable information from the free-text responses provided by their customers. With Insights they can now uncover customer sentiments towards their offering and service, identify emerging trends, and discover specific areas where improvement is required.

The value of Netigate CX for Ellevio lies in its ability to provide a more comprehensive understanding of customer opinions and experiences across different market segments.

Netigate helps us efficiently summarise the main themes in the open feedback, which is awesome – Jakob Forslin, Customer Data Analyst

By using Netigate CX and Insights to analyse the unstructured data contained in free text responses, Ellevio can gain insights that would be difficult to obtain solely from structured survey questions that only result in quantitative data. This deeper understanding allows them to tailor their strategies and initiatives to address specific customer needs and pain points.

Measuring success

One of Ellevio’s top-line goals is to improve its Customer Satisfaction Index (CSI), a KPI that reflects the holistic customer satisfaction a customer has with an organisation.

Since Ellevio operates as a monopoly company, its customer satisfaction is crucial for the energy transition and the company’s future growth. Satisfied customers are more engaged users and have an important public voice.

A high CSI also contributes to a better working environment for employees.

With Netigate CX, Ellevio has been able to better identify the driving factors behind CSI at scale, and how customer communication and engagement is continuously impacting the overall customer experience.

Part of my job is to explain what drives customer satisfaction. And the key is finding actionable points, as in ´if we do this, we can improve this´. Netigate can compile data from open comments and put that into the actionable points that I need. – Jakob Forslin, Customer Data Analyst

Enhancing CX with Insights

Alongside this, Ellevio sees even more opportunities to take their customer experience to the next level with Insights. This is because our solution offers Ellevio the opportunity to analyse customer sentiment, track the transformation progress, and gauge customer perceptions accurately.

Netigate’s capacity to analyse text is magic. It’s a great way to get closer in touch with your customers, as they can answer openly, and Netigate can extract the common themes from thousands and thousands of comments and relate these themes to how happy and satisfied customers are. – Jakob Forslin, Customer Data Analyst

Ellevio aims to leverage open text answers to gain a comprehensive understanding of customer journeys and effectively measure their transformation efforts.

Acting on customer feedback

Ellevio has developed communication strategies tailored to each customer segment. They focus on educating customers about the differences between network distribution and electricity prices, how to reduce electricity consumption, and addressing customer concerns.

By analysing customer feedback, Ellevio can identify areas where customers might be lacking knowledge and develop targeted messages to bridge these knowledge gaps.

Bringing customer centricity in the organisation

Ellevio uses Netigate CX to manage their Customer Satisfaction Index and better understand customer needs. As a longtime CX customer, Ellevio is able to fully utilise the Netigate solution to bring customer centricity in the organisation.

They conduct many small surveys that measure the customer journey, and also do a monthly survey eliciting feedback on several different areas. This is followed up with a strategy study twice a year, which dives deeper into understanding drivers for satisfaction. This then informs their longer term strategy for increasing the customer experience.