Organisationer är olika rustade för oförutsägbara händelser trots att kris har kommit att bli ett slags normaltillstånd. Den slutsatsen kan man dra av SKI:s undersökning om energibranschen från 2022, som visade att kundnöjdheten generellt minskade under energikrisen. Att döma av resultatet lyckades många aktörer inte tillgodose kunders växande oro och kundengagemang. Resultatet tydde dock på motsatsen vad gäller Mälarenergi som fick ett genomsnittligt kundnöjdhetsindex på 71,4 av 100.
Energibolagets kunder blev nöjdare – chattboten gav nya kundinsikter
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2022 ökade Mälarenergi nöjdheten bland privatkunder – trots energikrisen. Bolagets totala kundnöjdhet blev betydligt högre än branschsnittets tack vare ett internt samarbete som inleddes för att höja bolagets förståelse för kundernas behov.

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– Vi är såklart jättestolta över resultatet, säger Helene Malmgren.
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