Page 143 - KELAG Annual Report 2017
P. 143

The electrification of mobility as a promising market as well
                    In  2017,  the  regional  procurement  volume  of  the  three   as the increasing prosumer behaviour of consumers pose
                    major  companies  KELAG,  KNG-Kärnten  Netz  GmbH  and   new challenges for the electrical power system. Customers
                    KELAG  Wärme  GmbH  came  to  over  EUR 47m  (2016:   will  be  participating  in  the  electricity  market  even  more
                    EUR 43.8m).                                   actively in future and optimising their energy consumption
                                                                  in the process. At the same time, we are on the verge of the
                     GRI 201-1, 204-1
                                                                  digitalisation  of  electrical  power  measurement  –  the
                                                                  keyword here being smart metering. In this regard, we must
                                                                  meet the requirements defined by the legislature, and on
                                                                  the  other  hand,  make  it  easier  for  customers  to  use
                                                                  electricity in the most efficient way possible.
                                                                    GRI 103-1, 103-2

                                                                  As  a  customer-focused  energy  provider,  the  company
                                                                  conducts an extensive customer satisfaction analysis every
                                                                  two  years  and  is  supported  in  this  by  an  independent
                                                                  market and public opinion research institute. The collection

                                                                  of data takes place in the form of telephone interviews, with
                                                                  the questions being adapted to the individual needs of the
                    KELAG  energy  consultants  are  active  on  behalf  of  Arge
                                                                  various customer groups. A total of around 3,500 energy
                    Sozial, Caritas and Diakonie de La Tour agencies more than
                                                                  customers of KELAG as well as KELAG Wärme GmbH were
                    300 times a year. KELAG consults inhabitants of Carinthia on
                                                                  interviewed. The results of the latest survey indicate that
                    the sensible management of energy and covers the costs of
                                                                  the level of overall satisfaction of KELAG customers  in all
                    new, energy-saving devices that welfare facilities purchase
                                                                  customer groups is high: 95% of retail customers, 91% of
                    upon  the recommendation of KELAG. The company thus
                                                                  commercial customers and 95% of key accounts are “very
                    makes  a  sustainable  contribution  to  saving  costs  and
                                                                  satisfied” or “satisfied” with KELAG as an energy supplier.
                                                                  From  the  customers’  perspective,  the  main  benefits  of
                      GRI 302-4                                   KELAG  are  the  environmentally  friendly  energy  supply,
                                                                  good  value  for  money  and  customer  support.  The
                                                                  customers also feel very well informed about the services
                                                                  and products of KELAG. Thus, 88% of retail customers, 85%
                    KELAG  supplies  energy  to  around  239,000  retail,   of commercial customers and 91% of key accounts would
                    agricultural and small business customers as well as around   recommend KELAG based on their experience.
                    5,200 industrial and commercial customers.      GRI 416-1, 417-1
                      GRI Electric Utilities Sector Disclosures
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