Customers come first

At GEN-I, we strive to ensure that our customers enjoy competitive prices, a reliable supply of energy products and, most importantly, that they are satisfied when doing business with us and recognize us as a trustworthy supplier.

Our efforts have been confirmed by the Mladinska knjiga survey, as in 2021, we were voted the most trustworthy brand among electricity suppliers for the eighth year in a row.

We also build customer trust through our corporate social responsibility activities. For example, in the past, we have repeatedly reached out to our household customers to protect them from the effects of the energy crisis. In addition to the 15% reduction in electricity prices in the first wave of the pandemic in spring 2020, we committed during the energy crisis not to increase electricity prices for household customers until summer 2022. Despite the turbulent market situation, which left many customers without an electricity supplier overnight, GEN-I maintained security of supply, fully protected existing customers from high price increases until the end of August 2022 and welcomed more than 56,000 new customers.

Our market share of electricity sales to the household customer segment rose to 34.9% last year, demonstrating once again that we have a strong sense of social responsibility towards this most vulnerable customer group and that mutual trust and security of supply are very important to us.

Every day, we strive to provide our customers with an excellent user experience and to answer their questions quickly and reliably.

In 2022, we received nearly 318,000 calls and answered over 134,000 emails. Following our motto “Success means a satisfied customer”, we have worked hard to find the best solution for each customer in the shortest possible time.

Our efforts have been noticed by our customers, who have sent us a total of almost 37,000 SMS ratings of their satisfaction after the call. On a scale of 1 (very dissatisfied) to 5 (very satisfied), they gave us an extremely high rating of 4.82.

As well as giving our customers a great experience, we are working to make our shared future green. That’s why we’re supplying our household and small business customers with electricity from renewable solar, hydro and nuclear sources, and encouraging them to go paperless and digital. We want as many people as possible to join us on our green journey because small choices can make a big difference in preserving the planet for future generations.

We encourage existing customers to register on the Moj GEN-I portal, where they can monitor their consumption and bills and, above all, simplify their business with us. They can use the portal to make all the necessary arrangements without having to print documents and physically sign paperwork, and they can benefit from the advantages of communicating with us directly through the Moj GEN-I portal.

By choosing to receive your bills only electronically, you are making an important contribution to protecting the environment. Our customers can save even more by receiving an ECO discount on certain price lists if they choose to receive their bills electronically.