Fluvius sees customer satisfaction rise above 80% and is accelerating customer-focused improvements in 2026

31/3/26

Fluvius looks back on a year of exceptionally high workloads due to the ongoing energy transition. At the same time, the annual analyses show that overall customer satisfaction has risen further and that customers rate the service more positively.

196,000 works and nearly 1 million digital meters installed

The accelerated electrification of society led to an exceptionally high number of field interventions in 2025. For example, Fluvius carried out more than 196,000 works on meters and connections and installed nearly one million digital meters. The number of applications for retroactive investment premiums also reached a record high.

Alongside the sharp rise in the number of jobs carried out as part of the energy transition, Fluvius has also noted clear progress in customer experience. Overall customer satisfaction (CSAT) has risen above the 80% mark for the first time, with strong scores for grants, connections and fault management. This historically high number of works and customer cases led to an increase in the number of complaints in absolute terms. Although this sharp increase in activity resulted in 40,766 complaints, the proportion continued to fall. The relative share of complaints has fallen noticeably, indicating that the impact on customers remains manageable, despite the exceptional volume of work.

For instance, the number of roadworks was 33% higher than in 2024, whilst the number of complaints was limited to an 18% increase. Only a small number of customers lodged a complaint following routine works (4.3%), the switch to a digital meter (0.7%) or the submission of a premium application (0.7%). This demonstrates that service levels remain stable, despite an increasing workload.

More interactions, but customers find their way more quickly

Fluvius’ customer contact centre and customer service offices had to handle more enquiries in 2025 than in the previous year. In total, 1,727,934 customers contacted the network operator (+2.6%) and the customer service centres were visited 45,061 times (+2.5%).

The annual analysis shows that customers are increasingly positive about the service provided. They particularly appreciate the clearer quotes and waiting times for connection work, the faster and more transparent handling of premium files, and the improved communication during power cuts and voltage issues.

In addition, an increasing number of customers are managing their own accounts via MyFluvius.be, which now has over one million active users. In 2025, the portal was further expanded with specific improvements that offer customers greater clarity and certainty. For example, the Network Checker was updated to better assess the risk of voltage problems or inverter failures. Customers of the social energy supplier Fluvius can view their bills digitally, whilst businesses with multiple connections can access a single overview of all their accounts via a separate digital interface (API). Additional layers of security ensure a safe and reliable digital service.

From complaint analysis to structural improvement

For Fluvius, a complaint is more than just a sign of dissatisfaction. Every report of dissatisfaction with products or services is treated as a complaint and regarded as a valuable source of insight into the customer experience. The structural analysis of complaints therefore forms a solid basis for refining processes, communication and collaboration.

“Targeted investments in communication, digital tools and process improvement are paying off. Satisfaction is rising, whilst at the same time we have processed an unprecedented volume of enquiries and work. That is a strong endorsement of our staff and partners.”

Tom Ceuppens, Director of Customer and Network Operations at Fluvius

Moreover, these insights are incorporated into new collaboration and tender documents, ensuring that partners also contribute as much as possible to a smooth, accurate and customer-focused implementation in the field.

Targeted improvements in 2026

In 2026, Fluvius will implement a series of very concrete improvements that customers will notice straight away.

Appointments will be scheduled more punctually and clearly, with pre-confirmed time slots and automatic reminders. During works, Fluvius will place greater emphasis on clear signage and ensuring the site is left tidy once the works are completed.

When installing digital meters, Fluvius will also place even greater emphasis on providing clear and understandable information in advance, so that customers have a better idea of what to expect before, during and after the works. After all, the complaints data shows that it is not the work itself, but primarily the information surrounding it that sometimes causes uncertainty.

Fluvius also drew clear lessons from the complaints regarding the retroactive investment premium. Customers indicated that they needed earlier and more action-oriented advice. Fluvius has therefore updated its appointment letters and started proactively communicating with customers who may be entitled to the premium, to ensure they do not miss out on it.

In addition, in 2026, Fluvius will speed up the technical and administrative follow-up of digital meters and market processes. This should lead to faster solutions in the event of faults and greater clarity for customers regarding their consumption data and case status.

The complaints handling process itself will be further strengthened with a single designated point of contact per case, clear commitments and regular updates. From mid-2026, a new complaints tool will support this approach, giving staff immediate access to previous customer contacts. For customers, this means a more personalised service, with a single point of contact who is familiar with the case and actively checks whether there are any further questions or needs.