Price turbulence and possible energy supply bottlenecks are causing uncertainty. And also pose problems for those who have converted to a heat pump or are planning to do so. There is still the option of switching, but the service provided by the providers is sometimes disappointing.
Electricity for heat pumps, which was significantly cheaper in the past than household electricity, has also become drastically more expensive in some cases. In order to avoid the worst price increases, it is advisable to change providers.
However, in a test by the German Institute for Service Quality, the heat pump electricity providers only provided adequate service overall (57.1 points). Only one company secures the quality rating “good”, two are satisfactory and six providers perform adequately.
In particular, there are glaring deficiencies with inquiries by e-mail: Half of the inquiries remain unanswered in the test and the e-mails received are often incomplete, not very individual and in the majority do not lead to a simple solution to the problem.
Patience is initially required on the hotlines – on average, the waiting time is almost two minutes until you are connected to an advisor. And this patience is often not rewarded: In not even one in four consultations is the information required. Employees often only answer briefly or refer to the website.
The suppliers’ websites are the best place to go for interested parties and those willing to switch. The structured websites often offer extensive information. For example, a tariff calculator for heat pump electricity and a help area are standard – information on changing suppliers is also usually available.
Nevertheless, there are also clear differences between the providers whose online service results range between “good” and “sufficient”. Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: “The current energy problem also affects heat pump owners, because here too the prices only go in one direction: upwards. But anyone considering changing providers should carefully compare the prices and their guarantees And don’t forget the services.”
With the quality rating “good”, Knauber Strom is the test winner. The provider performs well in all three service areas examined. On the phone and for e-mail inquiries (each ranked first), there are only short waiting times and friendly answers from the employees. In addition, the information sent by e-mail is tailored to the needs and is always complete. The website scores with an overall high information value as well as u. a callback service.
Stadtwerke Flensburg (quality rating “satisfactory”) ranks second and particularly impresses with its good online service. For example, the website provides a lot of specialist information, such as the off-times for heat pump electricity and the difference between high and low tariffs. On the phone, the friendly employees usually provide structured and comprehensible advice.
NEW Energie (quality rating “satisfactory”) takes third place. From the user’s point of view, the provider scores with a clear and easy-to-navigate website with extensive content, for example tips for saving energy were also found here. In the e-mails, the employees usually respond to the request in full.
