Best Energy Brand

Best brandS

How will you maintain this first place in 2021?

At ENGIE, we believe that the dialogue with our customers is crucial. This year, we want to create a community, with our customers, that is even more committed to carbon neutrality. The solutions already exist. Our objective is to make them much easier to adopt for our customers. We want to help them.

You achieved the best score for strong relationships with your customers. How do you maintain these good relationships with your consumers?

We pay a lot of attention to our customers’ feedback and use all our channels to listen to them. We are also the country’s premier energy supplier and proportionally speaking, we have the lowest rate of complaints to the various regional energy mediators. Our customer satisfaction has improved significantly during the pandemic. We stepped up our efforts to ensure that our colleagues inform our customers and respond appropriately to all their questions. People were genuinely worried. Especially in the spring of 2020.

You achieved an awareness score of 96%. How do you rejuvenate your target groups?

The ENGIE brand is appreciated. We activate it in the most creative way possible. With an escape game, a pop-up store, media partnerships, support for youth inclusion through the ENGIE Foundation. We are a committed and dynamic brand. This year, one million of our customers will switch to 100% green electricity and 100% locally generated electricity at no extra cost. So, with actions!

You achieved the best score for strong relationships with your customers. How do you maintain these good relationships with your consumers?

We pay a lot of attention to our customers’ feedback and use all our channels to listen to them. We are also the country’s premier energy supplier and proportionally speaking, we have the lowest rate of complaints to the various regional energy mediators. Our customer satisfaction has improved significantly during the pandemic. We stepped up our efforts to ensure that our colleagues inform our customers and respond appropriately to all their questions. People were genuinely worried. Especially in the spring of 2020.

You are in second place for positive and memorable experiences, just behind Mega. How do you explain this result and what do you do to offer a better customer experience?

Our customers are looking for transparency. They want ENGIE to be there when they have questions. And questions about energy often have a broader scope, focusing on more than just the ‘convenience’ aspect (which accounts for only 25% of the total bill). We answer every question: why switch from fuel oil to gas? Are solar panels profitable? How can I reduce my consumption? Rather than restricting ourself to the role of supplier, we also act as an adviser.

Have consumers’ expectations changed over the past year, and if so, how did you respond?

We have noticed that our customers expect us to engage. To take action.  Our customers also look to us for guidance. They want to contribute to a healthier planet but they don’t want to make the wrong decision. A study that we carried out at the end of 2020 revealed that 3 out of 4 Belgians understand the challenges of carbon neutrality but 1 out of 2 have no idea where to start. ENGIE helps them move forward.

In a very “price-driven” industry, how do you succeed in standing out from your competitors?

Energy represents a very significant item in the household expenditure of some families. We have been saying this for nearly 15 years: ‘the cheapest energy is the energy that you don’t consume’. We are firmly committed to ensuring that our customers reduce their consumption and improve their comfort. It’s in our DNA.

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