Methods for Customer Dialogue

Customers stand as an important part of the energy transition. For several actors that interact with the energy market, it is important to understand the customers’ perspectives and driving forces. National Regulatory Authorities (NRAs) as well as market actors benefit from increased customer knowledge. In this fact sheet, the Swedish Energy Markets Inspectorate (Ei) summarizes several methods for customer dialogue which can be used by NRAs and other actors to compile and make use of customer perspectives.

The importance of customer dialogue

All actors are needed in the transition of the energy system, not least the end-users, also referred to as the customers. This group may for example provide their demand-side flexibility. However, the incentives today can be seen as being too weak and the barriers to participate with flexibility too high.

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