What we learned from our customers (Q2 2026)
At EnergyVision, we believe that listening to our customers is at the heart of everything we do. Every question, comment, or suggestion we receive is an opportunity to improve our services and take the customer experience to the next level.
That’s why we find it important to be transparent and share the insights we gain each quarter, along with an overview of how our customer service is performing at that time.
Customer experiences help us further refine our energy solutions and work together, step by step, toward a more sustainable future. That’s why we encourage everyone to keep sharing their feedback with us.
We take all customer feedback to heart
Compliment from last quarter:
"Excellent customer service over the phone!
All my questions were answered clearly, and whenever I had additional questions, they were answered in a friendly and easy-to-understand way.
Excellent training and screening." – Brigitte S.
Area for improvement from last quarter:
"I can see my energy consumption, but I can't tell whether it actually matches my advance payment. How can I monitor this more effectively?" – P.C.
Rated 4.7 on Trustpilot!
Our customers choose us for the price.
They stay because of the service.
How do we compare to the rest of the market?
With a Trustpilot score of 4.7 out of 5, EnergyVision has the highest rating of all Belgian energy suppliers. This high score confirms that our customers appreciate our approach: a combination of transparency, reliability and service that truly makes a difference.
In short: we remain committed to offering the best possible experience and are building, step by step, towards a customer-friendly and sustainable energy future.
Only 2.4 complaints per 10,000 customers!
The Flemish Utility Regulator also recognizes us as a customer-friendly energy supplier with a five-star rating. By comparison, some industry peers receive up to nearly 6.5 times more complaints!
An impressive Net Promoter Score of 43!
A few months after a customer joins, we send a short survey asking: Would you recommend us to family, friends, or acquaintances? Customers rate us on a scale from 0 to 10. Those who give a 9 or 10 are our “promoters,” while those who give a 0 to 6 are “detractors.” The difference between these two groups forms the Net Promoter Score (NPS).
In Q2 2026, the NPS increased to an impressive 43. This represents a significant improvement compared to Q1, when the NPS stood at 40. For comparison, Octopus Energy, internationally praised for its customer focus, scores 25, while the average in their market is even -14. In Belgium, there is no official sector average yet.
At EnergyVision, we are proud of this result, but we are raising the bar even higher. Our goal? An NPS of over 50, demonstrating that our customers are truly satisfied.
| NPS evolution | |
|---|---|
| Q2 2025 | NPS = 37 |
| Q3 2025 | NPS = 39 |
| Q4 2025 | NPS = 40 |
| Q1 2026 | NPS = 40 |
| Q2 2026 | NPS = 43 |
Green Electricity Supplier Ranking 2025
Greenpeace awards us the highest distinction!
EnergyVision is officially among the most sustainable energy suppliers in Belgium. In the new Greenpeace ranking, we score 18 out of 20, earning the highest distinction. This makes us the best-scoring commercial supplier and gives us the highest newcomer score.
The fact that EnergyVision is ranked both among the most sustainable and the most affordable suppliers in Flanders highlights that truly green energy and affordability go perfectly hand in hand.
Even in times of crisis, we remain available to our customers
For customers, a high-quality customer service experience is essential. Despite the exceptional workload caused by the energy crisis, our average waiting time is 3 minutes and 9 seconds. We deliberately handle as many calls as possible in-house, ensuring our customers receive expert advice and personal support.
Our customer service resolves:
- 18% of inquiries within the same business hour
- 50% of inquiries by the next business day
- 93% of inquiries within the same week
Frequently Asked Questions
At EnergyVision, everything revolves around providing a great customer experience. That’s why we’ve compiled the most frequently asked questions to our Customer Care team, highlighting both the improvements we’ve already made and the actions still planned. This way, you can see how your feedback helps us make our services even better:
1. What does the loyalty programme include?
With the EnergyVision Loyalty Programme, we thank our customers for their trust. Through the customer portal, you can enjoy a range of exclusive benefits:
- An annual loyalty discount that increases the longer you remain a customer.
- Exclusive offers from partners such as Smartphoto, Samsung and Foodbag.
- A birthday gift.
- A reward for referring friends or family using your personal referral link.
You can find your personal referral link and all your loyalty benefits in the customer portal.
2. The “Advance Payments” tab remained visible, even though I selected monthly billing.
We have addressed this confusion. From now on, customers who choose monthly billing will no longer see the “Advance Payments” tab in their customer portal.
3. I received a formal notice of default even though I already paid my invoice. How is that possible?
Previously, a notice of default was sent immediately after the invoice due date. This could result in customers receiving a notice even if their payment had already been made but not yet processed on our side. Now, customers receive a payment reminder seven days after the invoice due date, and the formal notice of default is only sent three days later. We will monitor this period to ensure it works effectively and make adjustments if necessary.
Improving customer satisfaction is an ongoing process at EnergyVision. Next quarter, we will provide a new update with an overview of satisfaction levels and the actions linked to them. Feedback is always welcome at hello@energyvision.be.