It should be easy to be a customer at Verdo

It should be easy to be a customer at Verdo. This is our ultimate promise to our customers through Verdo’s social contract. We therefore make an effort to understand and meet our customers’ needs. It is also vital to us that the relationship is based on decency and trust.

The energy crisis led to uncertainty and insecurity throughout much of 2022, and placed even greater demands on us as an energy company to fulfil our promise of making life easy for our customers.

We therefore launched a number of initiatives focusing on clear communication about how the energy crisis was playing out and its impact on customers. One of the initiatives was online dialogue meetings on events in the electricity market for electricity customers around Denmark, with the aim of reducing uncertainty. A greater focus on Verdo’s customer communication throughout also resonated positively among customers.

District heating plays a key role in the phase-out of natural gas and the global break with Russian gas in particular. We therefore intensified the roll-out of district heating in 2022, so even more people can enjoy easy, cheap and green heating.

You can read about all this on the following pages.

Verdo’s customer service – how can I help you?

This sentence was spoken thousands of times in 2022. Far more than usual. Our customer service was extraordinarily busy in 2022 – just like our colleagues in the utility sector all around Denmark.

The energy and supply crisis created great uncertainty among customers, and most found it difficult to work out which electricity agreement was the best at the time. This resulted in lots of calls to our customer service.

At times, our capable colleagues fielded almost 7,000 calls a day. If we compare this to an ordinary day before the energy crisis, calls averaged 300 a day.

For the whole of 2022 there were over 100,000 calls, compared to around 70,000 calls in 2021. The many calls also meant waiting time on the phone. Customers sometimes had to hold for over an hour. Fortunately, the waiting time is markedly shorter on an average day.

In addition to employing more staff in customer service to help our customers in the best possible way, our customer service colleagues took on extra hours during the busy periods, often in the evenings. 2022 may have been extraordinarily busy, but our customer service responded with extraordinary service.