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13 Customer satisfaction

Input and relationships relevant for theme

Stakeholder expectation

Customers count on excellent service, communication and handling of interruptions, questions and complaints. Municipalities and business customers expect a clear point of contact and that we deliver on our commitments.

Our long-term objective

Our consumer and business customer satisfaction ratings remain higher than the national benchmark of Dutch network operators.

Contribution from Alliander

We work daily to secure a continuous energy supply, both now and in preparation for the future. The quality of our services and communications vis-à-vis business customers and municipalities was improved. Our digital services continued to improve thanks to our 24/7 online accessibility and short response times. The website experience for consumers and business customers was also further enhanced. Our performance was above the benchmark for consumers, and just below the benchmark for business customers.

Relationship with strategy

Reliability

Risks

None

Stakeholder information

Customers

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