Our relationship with our customers means the world to us. We hold ourselves accountable to those values by measuring the strength of our overall relationship via the Net Promoter Score through an annual Customer Loyalty Survey.

The survey is split into the wind turbine business and the service business. The Net Promoter Score for the wind turbine business increased by 8% to 54 from 50 in 2015. For the service business the Net Promoter Score more than doubled to 52 from 22 in 2015. The results are driven by a strong response rate and representation in survey from all regions.

Measuring customer loyalty

Since 2007, Vestas has conducted an annual global Customer Loyalty Survey to provide concrete data for an active dialogue with customers, and to measure and improve how we meet our customers’ needs.

In December 2016, 273 customers chose to participate in our annual Customer Loyalty Survey, representing 56% of those invited to participate. We appreciate that dedication on the part of our customers, as it shows a strong commitment to our partnership, and a valuable willingness to engage with us.

Vestas has implemented a feedback process allowing initiation of immediate improvements to start after a survey response is received.  In the survey, customers are asked to report on areas that can be improved through cooperation with Vestas.

Measuring customer loyalty will continue be a top priority for Vestas, and we see a clear trend between expressed loyalty and actual willingness to place orders with Vestas.

Financing. Siting. Grid requirements. Local policy and regulations. You need to consider a wide range of crucial factors when you invest in a wind power plant. And not just at the planning stage, but for the whole lifecycle of the project.

1. Financing

One of the first steps in planning a wind power plant is to obtain financing for the project.

When banks consider the financing of a wind power project, they tend to focus on the underlying credit-worthiness of the project participants. That’s why it’s smart to choose Vestas. We’re a global organisation built on more than 30 years’ experience in the wind industry, with more than 51,000 turbines installed worldwide. In the eyes of lenders and investors, that makes us a reliable and trustworthy partner for your wind power project. We can contribute to the success of your financing by providing business case certainty through our proven technology and product reliability.

Banks prefer wind turbine suppliers that have a strong financial platform, as they look at how the supplier will meet potential warranty problems and honour availability guarantees. Again, partnering with Vestas will be a benefit. Although we do not offer financing ourselves, we can capitalise on our long-standing relationships with banks to help you bridge any potential ‘finance gap.' For instance, in the case of multilateral finance, we have a strong track record of working with EKF, the Danish Export Credit Agency, to facilitate insurance cover and finance for wind power projects.

Securing project finance

Project finance is expected to become increasingly important for bigger wind power projects. In today’s economic climate, banks and investors care about the return on their investment, as well as its certainty over the typical 20-year investment lifespan of a wind power plant. To guard against uncertainty, the financing of a project often depends on the turbine supplier offering schemes and committed services that add comfort and security during both the construction and operation phases of the project.

In the case of the construction phase, project finance can depend on the turbine supplier accepting turnkey responsibility. This is something that Vestas can take on. We can ensure that quality is consistent throughout delivery, thanks to our long-established relationships with reliable sub-contractors. And when it comes to the operation phase, we offer the high quality service and availability agreements, for example AOM 4000. These offerings provide a significant contribution to the bank's requirements for protection against downside risks, and strongly support creating business case certainty for investors.

It’s a solid combination of benefits that make Vestas the ideal partner for easing the finance process for a wind power project.

2. Grid Compliance

Support for grid code compliance
Grid codes specify the electrical performance and documentation that a wind power plant needs to gain connection to a grid. Demonstrating grid code compliance and achieving a grid connection agreement are therefore essential milestones in the development of a wind power plant project.  This is where Vestas comes in.

How can Vestas help you connect to the grid?
We provide support in assessing and optimising the overall electrical configuration and performance of a wind power plant, so that the increasingly challenging requirements of grid connection are met.

We perform feasibility and transmission system impact studies, and we support the transmission system operators (TSO) with regards to grid connection agreements. We can also design and procure the most appropriate plant and grid connection equipment.

We have a strong track record with extensive experience in:

• Developing and verifying power system simulation models for system impact studies
• Validating stationary and dynamic performance on site
• Designing wind power plant electrical infrastructure
• Early prediction of performance and grid code compliance
• Plant solutions involving advanced dynamic reactive power compensation solutions, and connection to weak networks
• Grid code compliance testing

How is wind energy integrated in the grid?
Wind energy represents the most competitive renewable energy source and many countries have set ambitious targets for wind energy.

Renewable energy sources, like wind energy, create new challenges for electricity systems in terms of planning and operation. In addition, many transmission systems were constructed back in the 1970s and require substantial, technical updates and expansion to cope with the increasing percentage of renewable energy.

Vestas works actively to improve conditions related to system integration of wind energy. The aim is to ensure a grid well-suited for a non-fossil fuel future. Standardisation of grid codes, procedures, certification and documentation are examples of our efforts in this field.

Our knowledge and practical insights in procurement and supply chain management have been built up over three decades at the forefront of wind energy. We run our own test centres where our turbines are put through the most rigorous checks and tests, and we continuously capture the performance data from about 25,000 Vestas turbines around the world, helping us refine our development process for new and existing turbines, wherever the location and whatever the wind conditions.

1- Technology R&D

The complexity of wind turbines has increased dramatically in recent years. As one of the front runners in the race for technological advancement, Vestas recognizes the importance of advancing our product development while at the same time continuing our rigorous focus on product reliability.

At Vestas, our research is state-of-the-art. We’re continuously looking for better solutions and materials that will bring even more value to our customers and lower the cost of energy, both today and in the future.

We are committed to the rigorous testing of all our products and components, and all our test centres are at the leading edge of wind turbine technology. It’s here that we put our turbine components through the most rigorous testing processes, pushing them beyond their specification. In this way, we can identify and address any weaknesses before the product enters the market. We test components and systems as well as the whole product.

One such process is called Highly Accelerated Life Testing (HALT). During this process, components are put through stress tests like extreme fluctuations in temperatures combined with heavy vibrations.

Some other examples of tests are:

• Component testing: where the gearbox is tested separately
• Module testing: where the gearbox is tested in a bed frame with the main shaft
• System testing: where the drive train is tested together with the cooling system
• Product testing: where a turbine prototype is tested in real-life conditions 

2- Manufacturing

Reliable component delivery – on time, every time
At Vestas, when we commit to something, we stick to it. With more than 30 years’ experience in the wind power industry, we know what it takes to ensure our business partners the best possible return on their investment – a reliable yet flexible global supply chain geared up to deliver the parts that we and our customers need, whenever and wherever they are required.

A proven supply chain:

• Control systems and wind turbine assembly: 100% manufactured in-house
• Generators: 100% manufactured in-house
• Towers: 25% manufactured in-house
• Transformers and gearboxes: 100% externally supplied

Quality assured – internally and externally
Whether we produce components in-house or through tried and trusted external suppliers, we have stringent policies in place to ensure they meet our high and exacting standards. All parts must be reproduced to validated design specifications. How do we achieve this? By identifying the critical processes for standardised production and carefully monitoring quality controls.

• We use Six Sigma performance targets to ensure each component precisely matches designs.
• We scrutinise each stage of the production process at component, platform, factory and process level.
• We monitor Critical to Quality (CTQ) charts to identify any unacceptable variations and make corrections before defects occur.

Standardisation – control equals confidence
Our components operate to the highest performance standards for their entire 20-year design specification. How do we achieve this? We regulate and oversee all the processes during their manufacture. By closely monitoring the entire production chain we achieve two main objectives:

• We ensure each component lasts as long as it should and performs at its maximum potential.
• We increase the business case certainty for investors by avoiding unplanned failures and meeting performance expectations.

By maximising the number of critical processes under our control and minimising the variance between end products – in other words, producing components according to exact design specifications– we ensure high quality end products, time after time.

The specific responsibility for tasks will vary from project to project. But what does not vary is our commitment to delivering the best possible wind energy project and our flexibility to meet your needs. Working as partners with you, we can provide everything from an all-inclusive package, where we supply, install and operate the plant, to simply supplying the turbines.

1- Scopes of supply

Effectively managing your project’s scope of supply is an important factor in minimising the risk. We have designed a number of flexible solutions for optimising scope of supply to meet every customer requirement.

During the construction phase, the wind power plant is built and connected to the grid. There is a huge number of tasks involved to ensure this happens efficiently and effectively, carried out by both the developer and Vestas.

Precisely who does what will differ from project to project depending on the risk profile. Working closely with the customer, we can provide everything from an inclusive package, where we supply, install and calibrate the plant, to simply supplying the turbines.

Scope of supply

• Supply and supervision
• Supply and commission
• Supply and installation
• EPC/Turnkey agreements

2- Transportation 

What you need, when you need it
To get your investment off to a flying start, we at Vestas know that means delivering your products on time and at the expected high quality. With more than 30 years’ experience in the wind power industry, we know what it takes to meet our customers’ logistical needs:

• Long-term supply partnerships: we have experienced supply partners and good relationships with regulatory bodies.
• Customised transport equipment: our equipment has been developed with our supply partners to meet local planning constraints and to ensure that products leaving the factory in perfect condition arrive on site in perfect condition.

When choosing the right transportation options for your delivery, we aim to find the ideal balance between our three key considerations:

• Quality - your turbine and/or components will arrive in the perfect condition you expect from Vestas.
• Time - we will make sure you receive your products on time, every time.
• Cost - we will find the cheapest transport option for you which takes into account the above two factors.

Vestas uses smart data throughout its value chain, from product design and testing, siting, manufacturing to service and maintenance – all enabling our customers to lower their cost of energy, increase annual energy production and improve their business case certainty.

We have collected, analysed and utilised data from Vestas wind turbines since 1991 in to improve every aspect of the business, including product development, siting, services, and operations.  Vestas took a big leap forward beginning in the mid-2000s, with major investments in our supercomputing analytics capabilities that included establishing the Vestas Diagnostics and Performance Centre in 2006, introducing the Firestorm supercomputer in 2011, and continuing today integrating an even more powerful new supercomputer. 

These investments have contributed to creating the highly data-driven business we are today with an unmatched ability in the wind industry to create and utilise smart data to lower the cost of energy.

Vestas has the wind industry’s largest data library that builds on almost 75 GW of turbines we have installed in 75 countries. This unrivalled data pool includes more than 16 years of meteorological data from all over the world as well as information from 50 million sensors that send us turbine performance data every minute.

Every day, Vestas’ smart data capabilities help our customers lower their cost of energy, increase their annual energy production and improve their business case certainty.

1. Product design and testing.
At Vestas, product design and development utilise virtual simulation based on data to determine how our products react and perform in different conditions. This enables us to design and test our products in real-life environments before production and thus design better products and achieve our industry-leading quality, service offerings and 20+ years lifecycle.

2. Micro-siting.
Unique to the industry, Vestas can create visual weather maps to determine the best possible locations for the turbines; match them to the most appropriate turbine from our product portfolio, which covers all wind classes; and thus deliver the best wind energy solution for any site.

3. Manufacturing.
Standardising work processes across factories helps to optimise production and ensure product quality through critical-to-quality metrics (CTQs).

4. Maintenance.
Vestas’ smart data capabilities enable us to react instantly when witnessing any abnormalities, and power our predictive maintenance where we more accurately than anyone in the industry can forecast and mitigate the likelihood of major component failure before it happens.  With smart data we move from preventive to predictive maintenance.

Purchase Orders are the required transaction method with Vestas. Please ensure that you request a formal Purchase Order from your Vestas contact. Please ensure that any and all agreed changes to the order are reflected in an updated purchase order from your Vestas contact person (buyer).

• Your invoice shall only correspond to one purchase order number
• Your invoice shall comply with any country mandatory legislation (for more information please click here)
• Invoices showing higher quantities than on our purchase order will be rejected, unless there is a delivery tolerance already agreed with Vestas
• Your invoice shall not be issued prior to the actual date of delivery
• Your invoice shall indicate VAT, sales tax, GST or other tax amounts as a separate line item from the total invoice amount

Header shall clearly indicate the following

• Purchase order number
• “INVOICE” clearly in large letters in the header, or local language equivalent 
• Supplier company name, address and VAT registration number (VAT reg. # where applicable)
• Your supplier code as shown on the Vestas purchase order
• Vestas ordering company address and VAT number (VAT reg. #  where applicable) exactly as on the Vestas purchase order
• Invoice number & date of issue, (if your invoice was previously rejected, the date of resubmission)
• Invoice currency shall match the currency on our purchase order

Item lines shall

• Match the description, prices, and be referenced to the corresponding lines on the Vestas purchase order and to Vestas materials numbers (where applicable)
• Reference any advance payments made by Vestas

You should assume that a Vestas purchase order reference is always required on your invoice. However, there are special circumstances where an invoice can be submitted without referring to a purchase order. These cases are known as PO exempted and your Vestas contact person will inform you prior to the start of deliveries.

For these cases all the requirements for purchase order-related invoices are still valid with the exception of the purchase order reference and the purchase order line references.

• Indicate “FULL CREDIT NOTE” or “PARTIAL CREDIT NOTE” clearly in large letters in the header
• Always indicate the contact person on the credit note
• If the credit note is fully or partially cancelling an invoice already issued, it shall be referenced to your original invoice and, where applicable, to the Vestas purchase order.
• For any changes to the invoice, e.g. price or quantity difference, please send a credit note for the full amount of the original invoice followed by a new, corrected invoice. If this is not possible due to country specific requirements – please send a partial cancelation.
• Your credit note shall not span multiple invoices.

Suppliers should send a monthly statement of account as of the last day of the month to facilitate reconciliation of accounts. For requests related to Statement of Account already sent, please send an email to financesscsoa@vestas.com.

Suppliers shall send invoices and credit notes electronically to the Accounts Payable mailbox shown on the Vestas purchase order. Only in the case that local country requirements prohibit an emailed invoice, should a hardcopy invoice be submitted instead.

Sending electronically

To ensure that your invoice is recognized by our scanning system and can be processed accordingly, please ensure that it complies with the following rules. Invoices that do not comply will be rejected automatically and will lead to delayed payment.

• Invoices and credit notes must be in pdf or tiff format - ZIP files will be rejected
• Each pdf or tiff file shall contain only 1 invoice/credit note
• Your email shall only include invoices and/or credit notes and shall not include any other attachments
• Do not send proforma invoices to invoice mailboxes
• Additional information or special instructions must be included within the invoice itself and not in the email body
• Do not submit an invoice more than once
• Purchase order reference numbers shall always be typed and never hand-written
• Any stamps required to comply with local requirement shall be made on a free/clear space
• If the invoice spans multiple pages, there shall not be any other documents in between the invoice pages (such as conditions of sale)
• Avoid dark colours or heavy graphical layouts behind the invoice data, as these can result in unreadable scans

e-Invoicing

For 10-digit purchase orders beginning with 43, you may be able to send Vestas an e-invoice. If you have any doubts, please contact your Vestas contact person.

Where should I send my PDF invoices to?

Hardcopy invoices

If a hardcopy invoice is required due to local legislation, it should be sent to the postal address as shown on the purchase order. 

Which address should I send my paper invoice to?

Before contacting Vestas we request you first check the following:

• Is the payment term on your invoice as shown on the Vestas purchase order?
• Have the goods / services been delivered?
• Has the invoice been sent to the correct mailbox and is it in the correct format?

Raising a ticket

We aim to reply to all tickets within 3 business days from the received date. The email address for raising ticket depends on from which system the purchase order was created.