1. Reputation strategy for the energy industry Milka Kortet, Finnish Energy Industries

2. Positive results of the present state analysis of the industry’s reputation Energy industry is considered important and technically well functioning Technical expertise in the industry is trusted Security of supply is at a high level The industry has gained more publicity than before

3. www.energia.fi Negative results of the present state analysis Stick-in-the-mud Conservative, greedy Part of a bloc Weak credibility Suspected non-functioning of competition

4. Conclusions of the present state analysis Energy industry is an increasingly common topic in the media. The public strategy must be made more proactive and interactive. Conflict between the energy industry and society has gained strength. Dialogue with customers and other stakeholders must be developed. The poor reputation of the industry will not improve by means of communication alone. Confidence must be increased with practical measures.

5. Strategic reputation goals in the industry Companies in the energy industry as forerunners in sustainable development as excellent providers of customer service as credible energy- efficiency players Implementation requires operational changes and new kind of communication

6. 2009 201020112012–2015 Implementation of the vision Improvement of stakeholder dialogue Shared communication strategy for the industry Road show to meet the people Forerunner in sustainable development Continuous communication focusing on sustainable development Stakeholder dialogue based on the vision Bold pilot projects on the application of innovations Renewable alternatives promoted in company marketing Round table dialogue series Trend analysis of sustainable development Distribution of best practices Development of an effective, industry-wide process of data collection and distribution Rewarding of forerunner companies – climate deed of the year September 4, 2015 POHJOISRANTA©2009 I Confidential

7. 2009201020112012–2015 Comprehensible pricing Competent and pleasant service Investigation of new e-services Improvement of customer dialogue Consumer survey of pricing and testing the comprehensibility of bills Smooth switching of suppliers Updating of customer surveys Taking charge of field meetings – training for engineers Instructions for utilisation of customer panels Excellent provider of customer service New standard for fault services for system operators Monitoring of customer’s supplier changes Initiative for the authorities September 4, 2015 POHJOISRANTA©2009 I Confidential

8. 2009 201020112012–2015 Commitment of the entire industry to energy efficiency, and common investment in research and development in energy efficiency Credible energy-efficiency player Energy efficiency to be the spearhead of advisory services ET environment/electricity research pool to produce research information as a basis for training and advice Pilot project on the production of advisory services together with the local authority and service providers Training of energy advisors Energy-efficiency into a key theme in customer communications Joint development project: Metering data into a service Energy-efficiency agreements September 4, 2015 POHJOISRANTA©2009 I Confidential

9. The role of ET and member companies 1/2 ET offers a framework for shared reputation management of the entire industry in the Maine project –sub-projects offer forums/means/tools in support of reaching reputation goals and development of current practices –carries out assessments of the development of the industry’s reputation –supports the implementation of reputation goals with communications and stakeholder co-operation concerning the entire industry

10. The role of ET and member companies 2/2 The role of the member companies is –commitment to common reputation goals and linking them, e.g. to strategies, action plans, remuneration systems, and development of operations –active participation, promotion of good practices, and provision of feedback on the reputation project. –appointment of reputation contact people