Electricity customer satisfaction with renewable energy support schemes: a case study for Latvia, Romania, Spain, Portugal, Norway

The success of the energy transition increasingly depends on engaging household electricity customers as active customers. The paper investigates how active customers across several European countries perceive and evaluate renewable energy support schemes. An online cross-country survey was conducted, collecting both quantitative and qualitative data. A mixed-method approach was employed, combining quantitative satisfaction ratings with qualitative analysis of open-ended responses to capture customers’ experiences, motivations, and perceived barriers. Key scheme attributes—such as financial incentives, administrative procedures, and overall scheme accessibility—were assessed to understand how they shape active customer engagement. To further interpret the findings, selected attributes were analysed using the Kano model, which helped distinguish between basic expectations, performance-driven factors, and value-adding features. Results indicate that timely financial support, transparent procedures, and policy stability are considered essential for customer satisfaction, while additional guidance and recognition of environmental contribution function as appreciated, but non-essential, enhancements. These insights can support policymakers and programme designers in improving the effectiveness and user satisfaction of future support schemes for renewable energy.