Page 1 Created with Sketch. Page 1 Created with Sketch. Page 1 Created with Sketch. Page 1 Created with Sketch. Artboard 1 copy 14Artboard 1 copy 7Artboard 1 copy 66Artboard 1 copy 23Artboard 1 copy 16Artboard 1 copy 55Artboard 1 copy 43Artboard 1 copy 50Artboard 1 copy 54Artboard 1 copy 34Artboard 1 copy 51Artboard 1 copy 36Artboard 1 copy 35Artboard 1 copy 46Artboard 1 copyArtboard 1 copy 31Artboard 1 copy 48Artboard 1 copy 9Artboard 1 copy 27Artboard 1 copy 8Artboard 1 copy 20Artboard 1 copy 2Artboard 1 copy 24Artboard 1 copy 62Artboard 1 copy 30Artboard 1 copy 41Artboard 1 copy 28Artboard 1 copy 26Artboard 1 copy 67Artboard 1 copy 52Artboard 1 copy 33Artboard 1 copy 29Artboard 1 copy 19Artboard 1 copy 53Artboard 1 copy 22Artboard 1 copy 21Artboard 1 copy 12Artboard 1 copy 13Artboard 1 copy 47Artboard 1 copy 49Artboard 1 copy 57Artboard 1 copy 32Artboard 1 copy 4Artboard 1 copy 25Artboard 1 copy 10Artboard 1 copy 15Artboard 1Artboard 1 copy 56Artboard 1 copy 11Artboard 1 copy 38Artboard 1 copy 65Artboard 1 copy 39Artboard 1 copy 5Artboard 1 copy 58Artboard 1 copy 6Artboard 1 copy 17Artboard 1 copy 40Artboard 1 copy 60Artboard 1 copy 3Artboard 1 copy 45Artboard 1 copy 18Artboard 1 copy 42Artboard 1 copy 61Artboard 1 copy 63Artboard 1 copy 64Artboard 1 copy 59Artboard 1 copy 44Artboard 1 copy 37 Combined Shape Created with Sketch. icon/info Created with Sketch. icon/info Created with Sketch. Group 17 Created with Sketch. Fill 1 Created with Sketch. Page 1 Created with Sketch. 99021DFE-DB58-4EE2-9D52-C2BF154A8B0A Created with sketchtool. Oval 2 Created with Sketch. Combined Shape Created with Sketch. Combined Shape Copy Created with Sketch. Group 18 Created with Sketch. Group 16 Created with Sketch. Page 1 Created with Sketch. ; ;
2.12.2020 10:27
Current News, Electricity Market

Customer survey yields excellent results for Fingrid’s Guarantees of Origin service

Fingrid’s Guarantees of Origin service received excellent grades in the annual customer survey. The service verifies the origin of renewable electricity.

A survey is carried out annually for customers of the Guarantees of Origin service. Customers have given good feedback for the service for several years in a row. Previously, only administrators on the Guarantees of Origin register were asked to provide feedback, but this year, the survey took in a larger sample by addressing all registered users.

Despite the expansion, the overall grade on a scale of 1–5 was 4.4, an excellent result (2019: 4.6). All other key topics received a grade of over 4: communication was graded 4.2, the functionality of the register was graded 4.3, and the users’ impressions of Fingrid’s collaboration were graded 4.5. The open-ended comments included praise for the expertise and availability of customer service, swift response times and the functionality of the register.

We also asked our Guarantees of Origin customers to rate us on the Net Promoter Score (NPS) scale to indicate how likely they are to recommend Fingrid’s way of working with customers. The NPS scale is from 0 to 10, and the result is calculated by subtracting the percentage of detractors (grades 0–6) from the percentage of promoters (grades 9–10). The Guarantees of Origin service achieved an excellent NPS of 51.1.

According to the open-ended comments, there is still some room for improvement in communication, and respondents requested things such as interesting experiences from around the world. Customers also wished to have access to an API, have a longer interval between setting new passwords, and longer session times.

“Unfortunately, it will not be possible to implement all of these requests due to information security considerations, but we will be implementing an API,” says Kirsi Salmivaara, Specialist in Guarantees of Origin at Fingrid.

Guarantees of Origin (GO) for electricity are certificates that can be used to verify that electricity has been produced from renewable energy sources or by high-efficiency cogeneration. If an electricity supplier sells or markets renewable energy or if a company otherwise communicates the origin of the electricity it uses, the company should first verify the origin of the electricity and the proportion of renewable energy sources. Certification takes place in the guarantee of origin certificate registry managed by Fingrid. The register is used to issue, use, transfer – within Finland or between European countries – and expire guarantee of origin certificates. The register accepts power plants that meet the statutory requirements.

Further information:

Kirsi Salmivaara, Fingrid, kirsi.salmivaara@fingrid.fi

More information is available on our website: > https://www.fingrid.fi/en/electricity-market/guarantees-of-origin/