In order to ensure a quality service, EDF chose a long time ago now to locate its customer relations centres in France. This choice is now highlighted by the certification of the Association Française de la Relation Client (French Customer Relations Association).
Recognised quality of service
6,200 customer service advisers
all located in France1
250 solidarity advisers
available for the most vulnerable customers
9 out of 10 customers satisfied
with their relationship with EDF advisors2
The lowest dispute rate
among energy suppliers in France3
A full range of digital services
EDF offers all its customers a wide range of tools and services for managing their contracts remotely, as well as for monitoring, understanding and adapting their consumption.
Customer relations excellence at the heart of EDF's sales ambition
EDF's 6,200 ,customer service advisors are trained to provide the best possible response to all customers, by offering them not only the offers most suited to their expectations and consumer profile, but also expert advice on how to control their consumption and make energy savings. All of them are located in France and help to maintain local employment. 250 solidarity advisers are also mobilised alongside associations and social workers in order to provide a service best adapted to the most vulnerable customers.
EDF, the first energy company to be certified “Customer Relations in France" by the AFRC⁴
The notion of where a customer service is based has become an important consumer decision criterion, in the same way as prices, quality of service or the product offered. EDF is the first energy company to obtain the "Customer Relations in France" certification, set up by the French Customer Relations Association (AFRC). This certification recognises and promotes French companies that choose to locate their customer service in France, and that are committed to local integration, training and inclusion.
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1 5,000 advisers for residential customers, and 1,200 for the Professional market.
2 Sat'Contacts FO study: real-time satisfaction measurement, the day after the customer's call. Results from 715,311 responding customers from January 2022 to December 2022.
3 2022 annual report from the National Energy Mediator, dispute rates received in 2022 for gas or electricity contracts for residential customers of national energy suppliers with over 100,000 customers in the ENEDIS/GRDF area.
4 AFNOR 94264 certification.