RWE continues to have a good reputation in Central and Eastern Europe. People in these countries associate us with security of supply and efficiency as a major private company. In the countries where energy prices are set by national regulators, competition is confined to service packages. This situation indeed makes the status of customer satisfaction all the more critical for the success of our business.
In Poland, the number of our customers has increased slightly by 1.2 % compared with 2011.
We collect data on a regular basis to assess the satisfaction of our customers in Hungary. The surveyed data relates to a number of issues including service quality, billing, complaints management and the information policy of the company. These data serve as starting points for improvements. We also established a loyalty programme in 2012. Customers who pay their bills regularly each month receive vouchers with special offers for products and services.
In 2012, the Mátra power station received the ‘Super Brand’ award for the fourth time. Mátra and the sales companies ELMŰ and ÉMÁSZ were awarded the title of ‘Hungarian Brand’ for good products and customer services.