CSR barometer: societal expectations of residential customers

The expectations of residential customers regarding social issues have been regularly measured since 2012, in order to give direction to the actions of the company and its communication.

 

A highlight in 2017: the theme “energy savings” has increased in importance since 2016.

2017 results

  CSR customer barometer (social responsibility)

Source: EDF Luminus.

Looking at the 2017 barometer below shows:

  • Stability in certain themes: de customer focus remains one of the top expectations, as in 2016, with an average of 0.53 Ethics remains second, and has even gained a little importance compared to 2016, at 0.50.
  • A significant evolution for the theme strong>“encouraging energy savings: this theme has gained nine points between the averages in 2016 (0.40) and 2017 (0.49).
  • An important fluctuation is seen in the concern vis-à-vis vulnerable customers, which is much weaker at the end of the summer: this variation illustrates to what extent good management of monthly accounts can represent real assistance for many customers.

“Following the evolution of customers’ expectations regarding various social questions helps us to develop our policy and our actions in terms of social responsibility,” explains Pascale-Marie Barriquand, Head of Corporate Social Responsibility at EDF Luminus. “The expectations regarding ethical behaviour remain high. And we are pleased to see such progress in the important theme of energy savings – a topic in which we try to interest customers through the development of the My Luminus application, which enables them to compare consumption with other consumers having the same profile, and to benefit from targeted recommendations for reducing their bills.” 

Methodology

EDF Luminus’s social barometer measures, on a daily basis, the evolution of the expectations of a sample of 2000 customers, on about 10 themes.

 

Each year, we publish the evolution of five key themes - commercial, social, ethical or environmental - that are also identified as priorities in the GRI Global Reporting Initiative) materiality matrix.

 

These were the options proposed to customers in 2017:

“To satisfy me, the company must:

  • focus on customers first
  • operate honestly and responsibly
  • encourage energy savings
  • show concern for vulnerable customers
  • continuously renew and improve its products and services. »

"The responses are not used as such,” explains Chantal Daliminer, who is in charge of customer studies. “They are correlated with the overall satisfaction of the customers, which enables us to study the strength of the link between the different variables.”

 

In 2017, the questionnaire evolved on one point: one of the five items was removed, as it systematically ranked lowest on the scale of expectations. The statement “My supplier must demonstrate its stability and provide security” was thus not included. It was replaced by the question on innovation, as mentioned above.


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