Client and Assignment
Vattenfall Eldistribution wanted to explain what customers are actually paying for when they pay the electricity network fee.
Many people confuse the grid fee with the electricity price. Unlike electricity providers, which customers can switch, the electricity network is a natural geographic monopoly – and that distinction is not always clear.
Challenge
Customer knowledge about the grid fee was generally low, even though it funds one of the most crucial services in society: a reliable electricity network. Reliability of 98–99% around the clock is often taken for granted, but it requires major investments and constant maintenance.
The challenge was to create an explainer video that clarified the purpose of the fee in simple, accessible terms.
Solution
We produced a clear and engaging informational film for Vattenfall that explained how the grid fee covers:
- ongoing maintenance and modernization of the network.
- continuous monitoring and staffing, 24/7.
- measuring, upgrades, and new technology.
- hundreds of daily projects that ensure reliability.
The film highlighted that the fee isn’t arbitrary – it’s what makes it possible for society to function with nearly uninterrupted access to electricity.
Results
The video provided Vattenfall with a communication tool that directly addressed one of the most common customer questions: “What do I get for my grid fee?”
By breaking down a complex subject in simple terms, the film helped build understanding and transparency – strengthening customer trust in the process.
Want to turn complex customer questions into clear answers?
