Page 150 - Annual Report KELAG Group 2018
P. 150

market and public opinion research institute. The collection
           In  2018,  the  regional  procurement  volume  of  the  three   of data takes place in the form of telephone interviews, with
           major  companies  KELAG,  KNG-Kärnten  Netz  GmbH  and   the questions being adapted to the individual needs of the
           KELAG Energie & Wärme GmbH came to around EUR 47m   various customer groups. A total of around 3,500 energy
           (2017: EUR 47.6m).                            customers  of  KELAG  as  well  as  KELAG  Energie  & Wärme
                                                         GmbH were interviewed. The results of the latest survey in

                                                         2017 indicate that the level of overall satisfaction of KELAG
                                                         customers  in  all  customer  groups  is  high:  95%  of  retail
                                                         customers,  91%  of  business  customers  and  95%  of  key
                                                         accounts are “very satisfied” or “satisfied” with KELAG as an
                                                         energy supplier. From the customers’ perspective, the main
                                                         benefits of 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%
             GRI 201-1, 204-1
                                                         of  business  customers  and  91%  of  key  accounts  would
                                                         recommend KELAG based on their experience.
                                                            GRI 416-1, 417-1

           KELAG  supplies  energy  to  around  248,000  retail,
           agricultural and small business customers as well as around
                                                         KELAG produces sufficient electricity to supply all its retail
           5,500 industrial and commercial customers.
                                                         and  business  customers  (including  municipalities)  with
              GRI Electric Utilities Sector Disclosures
                                                         electricity stemming exclusively from hydroelectric power
                                                         and green energy. But in order to supply key accounts as
           The electrification of mobility as a promising market as well   well, electricity has to be procured externally. Every supplier
           as the increasing prosumer behaviour of consumers pose   of electricity is legally required to disclose its mix of primary
           new challenges for the electrical power system. Customers   energy sources in its annual financial statements and in its
           will  be  participating  in  the  electricity  market  even  more   advertising  materials.  The  company  discloses  electricity
           actively in future and optimising their energy consumption   that stems to 100% from hydroelectric power and green
           in  the  process.  At  the  same  time,  the  KELAG  Group  is   energy.
           preparing  for  the  digitalisation  of  electrical  power
                                                           GRI 103-1, 103-3, 417-1
           measurement.  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, 103-3, 417-1

           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
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