Pricing and Marketplace

We want our pricing and our competitive conduct to mark RWE out as a fair and transparent partner. This will enhance our reputation as well as customer satisfaction.

Our pricing policy, especially for business and residential customers, is crucial to RWE’s image. As electricity and heat are essential services, consumers frequently do not appreciate the role played by market forces in shaping prices. RWE therefore has to balance the demands made of it by both customers and the public at large and its own need as a business to make profits.

Progress

We measure our customers’ loyalty on the basis of three factors: their willingness to remain customers of RWE in the long term, their interest in additional products and services and their readiness to recommend RWE to others. We began producing a customer loyalty index – just for Germany to start with – in 2010. Our electricity customers awarded us a score of 71 and hence a solid average in the 2010 survey.

Objectives in Pricing and Marketplace

* The Customer Loyalty Index is based on surveys conducted among business and residential customers who are asked to score RWE on a scale of 0 to 100 points. Satisfaction is rated low for scores of 70 or less, moderate for scores of 70 to 79 and high for scores of 80 and over.