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The Elli robot will start calling Herrfors customers in November to help them start using e-invoices.

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Herrfors once again ranked among the industry’s top performers – customer satisfaction has risen significantly in the 2025 EPSI Rating study

Herrfors’ customer satisfaction remains clearly above the overall electricity retail sector. The 2025 EPSI Rating customer satisfaction study for electricity retail sales confirms that Herrfors continues to be among the best in the industry. In the study, the company achieved the second-best result with 80.0 points, improving its score by a significant +4.8 points compared to the previous year. Herrfors improved its results in every area of the study over the past year.

87% of customers satisfied – strengthened responsibility and service proactiveness

Herrfors’ customers feel that the company performs particularly well in areas such as responsibility, service proactiveness and customer appreciation. According to the study, our customers increasingly see us as a reliable, approachable and genuinely customer-oriented company – and these evaluations have risen exceptionally strongly across all areas of the EPSI measurement model.

The smoothness and ease of customer service remain emphasized: customers feel that Herrfors provides help quickly and that handling matters is easy. This is also reflected in the study results – although digital services are becoming more common across the industry, customers still wish for personal contact. Herrfors’ strong customer experience supports this trend.

“It is great to see that our development efforts are so clearly reflected in customer experiences. We have invested in responsibility, interaction and improving our service – and the study results show that we are on the right path,” says Customer Service Manager Anna Sundgren-Pajukangas.

Sector-wide customer satisfaction at its highest since 2018

According to EPSI Rating, overall customer satisfaction in the sector continues to rise and is now at its highest level since 2018. The 2025 industry average rose to 74.5 points, reflecting increasing customer expectations and the industry’s success in meeting them.

Electricity companies’ index scores show that competition is no longer decided by price alone, but by service quality, trust and responsibility. Herrfors is among the companies that have managed to build long and stable customer relationships despite market fluctuations.

Focus on environmental friendliness and digitalisation – customers want ease and predictability

The 2025 study highlights that customer interest in digital services and smart energy solutions continues to grow. Demand for electricity consumption monitoring and flexibility solutions is increasing, and consumers expect companies to provide both environmentally friendly and predictable services.

Although digitalisation is progressing, most customers still primarily prefer personal service via email or phone. Herrfors’ strong service quality and accessibility support this customer preference exceptionally well.

Thank you to our customers

“We warmly thank all customers who participated in the study. We are extremely pleased to have such a committed and satisfied customer base – it motivates us to continue our continuous improvement efforts,” says Anna Sundgren-Pajukangas.

About EPSI Rating

EPSI Rating’s annual customer satisfaction study of the electricity retail sector provides an impartial overview of how well Finnish electricity companies meet their customers’ expectations. The study results help the industry develop services that better meet future needs. EPSI Rating is an independent, non-profit academic organisation whose analytical model is based on more than 30 years of research.