European Distribution System Operators (DSOs) are redefining the landscape of customer service in an era marked by the imperatives of the energy transition and rapid digitalisation. In response to heightened expectations and the need for enhanced operational efficiency, DSOs across Europe are embracing innovative service models and state‐of‐the‐art digital tools to better engage with their customers.
This report provides a comprehensive analysis of the emerging trends, advanced client service practices, and technological breakthroughs that are reshaping customer interactions within the electricity distribution sector. Organised into eight sections, the document begins by exploring the top trends influencing DSO customer service and then moves on to a detailed examination of traditional and digital service practices. It then delves into innovations in interactive voice response (IVR) systems and mobile apps, reviews key performance indicators such as the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS), and assesses the impact of evolving policy and regulatory frameworks.
The report also provides a set of policy recommendations and highlights best practices through illustrative case studies. Together, these findings and recommendations aim to guide DSOs and policymakers in enhancing customer service and fostering a resilient, customer-centric energy ecosystem.
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