EDF has put into place offers dedicated to large customers, not only with tailor-made electricity and gas supply offers and offers that reward customers that can shed load, but also support controlling their energy consumption and their CO2 emissions as well as CO2 trading for businesses subject to the national quota allocation plan.
Lastly, in order to assist its customers with the energy transition, EDF gets involved into the promotion of eco-gestures by means of awareness-raising campaigns. EDF carries out energy audits for its customers in order to help them better identify the possible energy savings. The EDF’s certified teams assist their customers with the implementation of energy management systems (ISO 50001).
EDF also works with its Business and Local Authority customers as they seek to engage directly in energy transition. Optimised solar power solutions for self-consumption of electricity may be offered based on their needs, together with a range of related services, including financing, maintenance, supervision, and performance monitoring, in liaison with its subsidiary EDF ENR. EDF also has new offers for its self-consuming customers to complement their electricity supply tailored to their profile, whereby they can maximise their savings from self-generation and, where necessary, manage their consumption.
EDF is also innovating by experimenting with services and technical systems aimed to facilitate the organisation and management of collective self-consumption operations; EDF is engaged in several pioneering operations in France. For instance, for major-account customers, EDF develops bespoke supply solutions that include PPA (Power Purchase Agreement) supply from operators of renewable-origin electricity production facilities, in particular via its subsidiary Agregio.
EDF also supports its Business and Local Authority customers’ electric mobility projects, in the form of advice about the dimensioning of installations and through the sale and rental of electric charging stations and related services, via its subsidiaryIZIVIA. EDF has also concluded partnerships with automotive leaders and manufacturers.
In addition, EDF encourages its industry, services, and local authority customers to achieve energy savings by carrying out work on industrial processes and insulating collective and tertiary premises. EDF contributes to the fulfilment of EDF’s “social insecurity” goals by liaising with social landlords and renovating their housing stock.By funding Economy Savings Certificates (“CEE”) programmes, EDF also raises awareness of ecological transition and eco-mobility among young people.
EDF has made customer satisfaction a key priority for many years. In a rapidly changing environment, it has undertaken major changes to significantly and constantly improve Customer Experience and the quality of service provided.
To achieve this, EDF has implemented a customer support scheme covering every step of Customer Relations, thereby anticipating changes and expectations in terms of the supply of energy, services, information, and assistance. This policy resulted in a significant rise in overall satisfaction for all EDF customer segments in 2017, stabilising in 2018, 2019 and 2020, with 90% to 91% of all customers reporting they were satisfied or highly satisfied. Those results were highlighted in the annual report of the French national energy mediator published in June 2020, which shows that EDF has the lowest rate of disputes, far behind its main competitors.
Regarding energy transition, EDF offers customised solutions for local authorities and public institutions with decentralised decision-making powers (hospitals, universities and major graduate schools, chambers of commerce and industry, CROUS student service centres, ports and airports).
The EDF group is active for these customers in three areas:
In 2020, overall satisfaction of "EDF Collectivités" customers is 93.7%, i.e. more than 9 customers out of 10 satisfied or very satisfied.
Agreements covering local demand-side management have been entered into with local authorities. In addition, local authorities with the power to make decisions in the area of energy arrange specific actions in their region in matters concerning control of energy transitions and renewable energies. A “Load Amount” device for social-housing lessors aims to improve the energy efficiency of social housing, and makes it possible for EDF to issue energy savings certificates. In 2020, 130,000 social housing homes received assistance for renovation works. EDF also funds EconomySavings Certificates programmes, in particular for local authorities
(e.g. positive energy regions and “Watty at School”).
Cities and regions have to reconcile local appeal with responsible development. EDF addresses the needs of local development stakeholders by identifying the various energy solutions and services available in the light of projects’ technical and economic characteristics, assisting with energy transition and low-carbon strategies.EDF has developed a range of consultancy offerings with a view to designing low-carbon neighbourhoods, developing housing stock renovation strategies based on an asset strategy, vehicle fleet electrification, and charging station location plans with its subsidiary IZIVIA, and installing solar panels with its subsidiary EDF ENR or other partners. 45 Development Mangers are present across all regions so that EDF can better meet the needs of large cities, urban communities, medium sized cities, rural areas.
The protection of data belonging to EDF customers is a major component of theCustomer Division’s action plan to secure assets/goods and information systems.Special attention is paid in particular to compliance with data processing regulations(General Data Protection Regulation – GDPR), which is regularly audited. EDF has drawn up a memorandum of instructions, interlocking with Group policies, devoted to personal data protection. EDF curates the classification of information and documents on the basis of their degree of confidentiality and ensures commensurate security measures are implemented. All customer advisers have been informed of this, so that they can respond to requests relating to personal data protection and the exercise of related rights.
All Customer Division advisers are issued with laptop computers and secure remote access facilities. Surface encryption is activated on all adviser workstations. Requests by customers to exercise their rights are usually managed jointly with the DataProtection Officer (DPO).
Regarding concession contracts, see section 1.4.4.2.2 “Distribution activities” –“Concessions”.
