Solid customer experience increases trust

For most energy suppliers, delivering a poor customer experience comes with a clear risk: customers may leave for a competitor. In district heating and cooling, the situation is different: end-consumers usually cannot switch providers easily. But that doesn’t make customer experience less important. In fact, it makes it more critical. When customers rely on you every single day, building trust and maintaining strong relationships is essential.

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The customer experience challenge for heating and cooling suppliers

Heating suppliers face unique challenges when it comes to customer experience:

• Complex billing: Heat billing can be hard for consumers to understand. Between metered consumption, estimates, and corrections, invoices often feel like a black box.
• Transparency gaps: Without clear visibility, customers may feel disconnected or even suspicious of their bills.
• Rising expectations: Consumers are used to digital-first services in other sectors (banking, telecom, electricity) and they now expect the same level of convenience and clarity from their heat supplier.
• Limited communication: Too often, customers only hear from their supplier when an invoice arrives. That leaves little room to build trust proactively.
• Regulatory pressure: European and national regulations increasingly demand transparency in billing and better communication with consumers.

The question for suppliers isn’t whether to improve customer experience, but how.

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How to build trust

Trust starts with transparency, simplicity, and proactive communication. The right platform can help district heating and cooling suppliers transform their customer experience.

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1. Accurate and reliable billing

Nothing undermines trust faster than incorrect invoices. Accurate, timely, and compliant billing reduces disputes and demonstrates professionalism, while customers gain confidence that they are paying exactly what they should.

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2. A transparent customer portal

Consumers want visibility into their energy use. A customer portal gives end-users:‍

• A clear view of their consumption and expected consumption
• Actual costs and estimated costs throughout the year
• Smart recommendations for adjusting advance payments: so they can aim for a zero balance at the annual settlement
• Self-service options to stay in control of their own data: such as updating contact information or managing move-ins/move-outs, without needing any customer support

Instead of being surprised by a large bill at year-end, customers stay in control, which builds trust and satisfaction. By offering customer self-service, you can reduce the workload on your internal support processes and free up your team to focus on more complex customer care.

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3. Proactive communication

Trust grows when customers feel informed. Suppliers can share updates and messages directly in the portal: from planned maintenance and energy-saving tips to reminders about meter readings. By communicating proactively, suppliers not only reduce inbound calls but also strengthen their reputation as a reliable partner.

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4. Closer contact with consumers

Sometimes customers just need a human touch. With clickable contact details in the portal, suppliers make it easy for customers to reach out with questions or concerns. This accessibility brings the supplier closer to the consumer and reinforces a sense of partnership.

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Trust is the new currency

In district heating, where customers cannot simply switch providers, trust is the foundation of a long-term relationship. By delivering accurate invoices, transparent insights, and clear communication, suppliers can turn what was once a source of complaints into an opportunity to build loyalty and confidence.

The Zero Friction platform, with its accurate billing and transparent customer portal, helps heat suppliers improve billing and communication into powerful tools for customer trust.

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