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Essent is in the first half of 2019 clearly the strongest player in the Dutch Energy industry. Essent triumphs in WUA’s Digital Sales studies regarding both Consumers and Businesses contracts as well as the Solar Panels through Energy Supplier study (January 2019). In our most recent study among 400 Dutch consumers, Essent attains the highest Digital score of 25 points on smartphone and desktop. This is 2 points more than runner-up Nuon.nl (23) and 8 points more than Eneco.nl (17).

>>> Get free high level results in the Market Insights Update Energy Contract May 2019

Regarding digital CX, Essent again scores highest on desktop with a total of 66 points. Eneco.nl scores higher on smartphone with 72 points, as the Customer Experience Score for Essent.nl on smartphone was 69 points.

  • Digital Sales Score
    Study:Energy Contract
    Measurement: May 2019
    Country: Netherlands
  • Total Desktop Mobile
  • 1 Essent.nl 25 26 23
  • 2 Nuon.nl 23 22 23
  • 3 Eneco.nl 17 18 17
  • 4 Gaslicht.com 17 17 18
  • 5 energiedirect.nl 17 17 18
  • 6 Greenchoice.nl 14 12 17
  • 7 Oxxio.nl 11 16 7
  • 8 EasySwitch.nl.nl 11 5 16
  • 9 Energieprijzenvergelijken.com 11 12 10
  • 10 BudgetEnergie.nl 10 12 9
  • 11 Independer.nl 10 11 9
  • 12 Pricewise.nl 9 9 9
  • 13 ENGIE-energie.nl 8 7 9
  • 14 Vandebron.nl 7 8 7
  • 15 Overstappen.nl 7 8 6
  • 16 Qurrent.nl 7 9 4
  • 17 NLE.nl 5 6 4
  • Show full list
  • Highest total score
  • Highest score on device

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Eneco takes a hit, Oxxio strong on desktop performance

Among the traditional three largest Dutch Energy suppliers, Eneco seems to have taken the hardest hits. Although Eneco’s Findability has been stable during the last three measurements, Conversion rate took a plunge from 37% to 25%. Overall Preference went from 13% to 9%.

The first significant rising provider is Oxxio with strong desktop performance. The Conversation rate rose spectacularly from 16 to 36 percent. Oxxio gets 7% preference on desktop. Their smartphone achievements are not as good however, lowering their overall score.

The second significant rising supplier is Energiedirect.nl which is slowly finding its place within ‘the big 3’. This supplier has 1% more preference over Eneco.nl. Important to note is that this achievement has been marked by better Findability. When looking at Conversion Energiedirect.nl still scores two percentage points lower than Eneco.nl.

Digital CX-Score

The Digital CX-Score is a representation of the total experience on a website, and is based on questions on the themes Look & Feel, Offer, and Brand. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.

  • Digital CX-Score | Desktop
    Study: Energy Contract
    Measurement: May 2019
    Country: Netherlands
  • Score
  • 1 Essent.nl 66
  • 2 energiedirect.nl 64
  • 3 Nuon.nl 63
  • 4 Eneco.nl 63
  • 5 Greenchoice.nl 60
  • 6 ENGIE-energie.nl 60
  • Digital CX-Score | Smartphone
    Study: Energy Contract
    Measurement: May 2019
    Country: Netherlands
  • Score
  • 1 Eneco.nl 72
  • 2 Essent.nl 69
  • 3 Greenchoice.nl 66
  • 4 Nuon.nl 65
  • 5 Oxxio.nl 64
  • 6 energiedirect.nl 63

Best desktop consumer experience by Essent, Eneco.nl better on smartphone

Essent achieved the  highest overall Customer Experience score with a two-point difference from that of Energiedirect.nl. Nuon.nl and Eneco.nl share third place with an overall score of 63 points. Eneco.nl takes the lead on smartphone CX with 72 points, followed by Essent.nl with a difference of three points. Greenchoice ends up in the lower part of the top three.

Aspects Look & Feel, Offer and Brand are dominated by Essent

Essent’s dominance becomes apparent when looking at different CX-aspects. The Look and Feel of the website, Offer and Brand Experience are all rated best out of all suppliers. Essent.nl scores as the most reliable and competent brand and the website is deemed most attractive.

Some Research Insights

  • Essent is clearly the strongest player in the Dutch Energy Industry with triumphs regarding contracts for both consumers, businesses and contracts including solar panels.

  • Essent attained the highest Digital Sales score of 25 points on both smartphone and desktop. This is 2 points more than runner-up Nuon.nl (28) and 8 points more than Eneco.nl (17).

  • Regarding customer experience, Essent again scored highest on desktop with a total of 66 points. Eneco.nl scored higher on smartphone with 72 points, as the mobile Customer Experience Score for Essent.nl was only 69 points.

  • In 2018, a record number of Dutch consumers switched between energy suppliers. This opens up opportunities for new suppliers while at the same time challenging existing suppliers in keeping their customers.

  • Of the traditional three largest suppliers, Eneco seems to have taken the hardest hits.

Goal and relevance of this research

The goal of this study was to exactly map the digital experience of potential customers who are orienting themselves on opening a new energy contract online. It’s important to capture consumers’ choices and their reasons for choosing a specific brand/website. WUA has worked on a validated model for the past 10 years. Our model shows as precisely as possible what customers want, what the best practices are, as well as which possible issues each provider faces. A custom-made report is available within two weeks, including an action workshop on location and an accompanying presentation.