| Wave 1 Sep 2026 | 42.7 | n = 526 |
|---|
Only waves where the operator reaches the respondent threshold appear on the chart.
SONABEL
What surveyed users of the electricity sector say (n = 526): satisfaction, trust, complaints and recommendation.
Score /100
42.7/100
95% confidence interval: 41.0 – 44.5
Rank
1/1
Ranking among rated operators in the electricity sector.
Change
–
First wave: no change yet.
Components
Score breakdown
| Component | Weight | Value |
|---|---|---|
| Satisfaction Average overall satisfaction score (0 to 10), scaled to 100. |
40 % | 51.3/100 |
| Trust Average trust in the provider (1 to 5), scaled to 100. |
30 % | 41.7/100 |
| Complaints dealt with Share of complaints filed that users report as dealt with. |
15 % | 46.9/100 |
| Recommendation (NPS) Normalised NPS: (NPS + 100) / 2, i.e. 100 for a promoter (9-10), 50 for a passive (7-8) and 0 for a detractor (0-6). |
15 % | 17.9/100 |
| Raw NPS (−100 to +100) | -64.3 | |
| Share of users who filed a complaint | 34.0% |
Trend
Trust score by wave
Aggregated feedback
Problems most often reported by users
| Problem | n | Percentage |
|---|---|---|
| Connection or repair delays | 157 | 30% |
| Cost too high | 155 | 30% |
| Service at the office | 152 | 29% |
| Wrong or estimated billing | 150 | 29% |
| Frequent outages | 146 | 28% |
Aggregated answers to a multiple-choice question: no individual answer or name is published.
How the trust score is calculated
Trust score = 40% satisfaction + 30% trust + 15% complaints dealt with + 15% normalised NPS, out of 100. When no complaint was filed, the other weights are rescaled. An operator is only rated with at least 30 respondents; the 95% confidence interval accounts for the spread of individual answers and the uncertainty of the complaint resolution rate.
Operators rated from 30 respondents. Aggregate data from completed participations, excluding tests and answers removed by quality control. Non-probability sample: gaps of a few points are not significant.