Our operations

Business Area Customers & Solutions

Vattenfall’s Customers & Solutions business supplies electricity, gas and energy solutions to retail and business customers, with 9.7 million customer contracts in Europe.

A young woman with a bike in Stockholm city

We are one of the market leaders in the retail and business segments in Sweden (with nearly 900,000 electricity contracts) and in the Netherlands (3.7 million electricity and gas contracts). In Germany we supply electricity and gas to retail customers (3.6 million contracts) and to the business segment with a focus on property companies. In the cities of Berlin and Hamburg we are market leader in the electricity retail segment. In Denmark, Finland, France and the UK our position is that of a challenger in sales of electricity and gas. We offer a broad range of energy solutions in most of our markets and are one of the largest solution providers in the Netherlands through our subsidiary Feenstra, with 830,000 customer contracts.

Strategy

Our ambition is to be a leading customercentric company, supplying a wide range of sustainable energy solutions and services to retail and business customers.

The following focus areas have been identified for Customers & Solutions:

  • We aspire to help our customers live a climate-smart life by helping them reduce their carbon footprint. Our customers are offered products and services for sustainable, efficient and fossil-free energy consumption and production based on their individual energy needs. Our focus is on areas like smart databased solutions, decentralised energy solutions and new customer interaction models. We are aiming for a top-three position in e-mobility charging solutions in northwest Europe.
  • We are striving to optimise the customer experience by accelerating digitalisation and offering bundled, integrated and climate-smarter solutions. We want our customers to enthusiastically promote us as a means to maintain and grow our business.
  • We are increasing the profitability of our commodity sales business by growing our customer base while reducing the cost to serve. Also, a diversified commodity portfolio is offered ranging from renewable electricity to products with certified environmental product declarations (EPD).

More about Customers & Solutions

Read more about Business Area Customers & Solutions in the Annual and sustainability report.

Key data

  2018 2017
Net sales (SEK million) 81,318 68,953
External net sales (SEK million) 78,883 67,402
Underlying operating profit1 (SEK million) 1,269 1,866
Sales of electricity (TWh) 88.3 84.0
– of which, private customers 27.4 27.1
– of which, resellers 4.9 5.1
– of which, business customers 56.0 51.8
Sales of gas (TWh) 55.5 55.3
Net Promoter Score (NPS) relative to competitors2 +1 +2

1 Operating profit excluding items affecting comparability.
2 NPS was reported for the first time in 2016. 

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