Wind power is gaining support in more and more countries, with new customers as well as large international players investing in wind power plants. As wind power comes to represent an ever-growing proportion of the energy supply, considerably larger customers will account for a growing share of demand. In 2010, when energy companies and utilities accounted for 46 per cent of revenue compared with 58 per cent in 2009 and 45 per cent in 2008, Vestas’ revenue was distributed among 212 customers. The figures for 2009 and 2008 were 201 and 228, respectively. In the past, Vestas was better organised to serve small, local customers, but in recent years the company has made adjustments so that it now also cooperates with large utilities with international operations. One of the initiatives at Vestas is the introduction of Key Account Management, which is intended to improve services provided to the largest customers by offering them direct and swift access to Vestas through a central Key Account Manager. The EDPR order in 2010, the framework agreement with ENEL Green Power in 2010 and the EDF EN agreement in 2011 are results of the ever-closer relations with the customers across Vestas.
Vestas aims to provide its customers with the lowest cost per MWh produced and optimum security for the capital invested in a wind power plant – Vestas delivers as promised. Vestas also endeavours to become a more flexible and knowledgeable business partner because significantly improved customer satisfaction is a prerequisite for Vestas to retain its market-leading position.
The customer loyalty index for 2010 was unchanged at 64, after a large improvement in 2009. The improvement in 2009 was due to much better turbine performance and sharply intensified collaboration with customers, improvements of a number of in-house processes and the launch of new products and services. All of these measures have helped build the foundation for the necessary increase in revenue and profitability in the years ahead. The target for 2012 is an index of at least 75, which matches the level of the best in the world.
Vestas retains its strategy of not relying on any single market or customer.
