Fingrid’s operations, and thereby its customer work, are based on the company’s values of openness, integrity, efficiency and responsibility.
Our aim is to build longterm partnerships with our customers. These partnerships are based on meetings and discussions in which we collaborate to promote our customers’ projects and facilitate their day-to-day work in all kinds of areas, such as operational activities or the reserve market.
We continually collect customer feedback, enter it into our systems, and plan measures to improve our operations. Positive feedback is also valuable in reinforcing best practices.
Fingrid customers
-approx. 60 major electricity consumers
-approx. 70 network operators
-approx. 60 electricity producers
-in addition several other electricity market operators
Customer satisfaction has remained at a good level over the years, and Fingrid has received a high net promoter score. International customers often give Fingrid good feedback on our customer service in comparison to transmission system operators in other countries. In this feedback, the term ”load” may be used to refer to customers.
Working with customers also involves committees. Fingrid’s three customer committees provide perspectives on the company’s operations and service provision. There is regular rotation of the committee members, and the committees are governed by the principles of competition law.
This collaboration also includes consultations, the circulation of proposals for comment, development discussions, customer events and training sessions, and proactive communication through a variety of channels.
The energy transition has led to even closer cooperation.
