What we learned from our customers (Q2 2025)
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:
"Very satisfied. So far, I haven’t had a single problem. If you have a question, you get an immediate answer." – Anita J.
Area for improvement from last quarter:
"I’ve requested the password for your app 4 times, but haven’t received anything, not even in spam??" – Rudi D.B.
Rated 4.6 on Trustpilot!
Our customers choose us for the price.
They stay because of the service.
Only 7 complaints per 10,000 customers!
The Flemish Utility Regulator has also recognized us as Belgium’s most customer-friendly energy supplier with a five-star rating. Since the beginning of the year, our complaints have decreased from 0.74 to 0.67 per 1,000 customers. By comparison, four-star competitors receive up to nearly 10 times more complaints!
An impressive Net Promoter Score of 37!
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 the last quarter, our NPS reached an impressive 37. 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.
Average wait times of just 19 seconds? That’s our goal!
For our customers, speed in customer service is crucial. On average, our team answers calls within just 19 seconds!
Our customer service resolves:
- 32% of inquiries within the same business hour
- 66% 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. My consumption is not yet visible on the customer portal. On the portal, you currently see the message: “We’re performing an update, but we’ll ensure your energy consumption is visible soon!”
We’ve added additional text on the portal to clarify this, depending on whether you have solar panels installed.
- With solar panels: Your consumption may not yet be visible because your solar panels are not fully operational. Once they are, we can retrieve data from your digital meter. Please note that it may take a little time before this data becomes available. Just a bit more patience, and soon you’ll be able to easily track your consumption.
- Without solar panels: Currently, your energy consumption cannot be viewed yet. This could be because you still have an analog meter (or have only recently switched to a digital meter) or because your delivery has just started. As soon as the necessary data is available, you’ll be able to track your consumption on the 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.