Driving energy retail customer engagement: the case of Luminus Control Monitor

In the competitive landscape of European energy retail, finding new ways to engage customers is a growing priority. Luminus, one of Belgium’s leading energy companies, has found a way to turn customer engagement into tangible value through upselling real-time energy insights.

Recently recognized with the Product of the Year 2025 award, the Luminus Energy Control Monitor app has become the first energy app in Belgium to offer consumers real-time insight into their household energy consumption. This milestone reinforces Luminus’ commitment to innovation and user-centric energy services.

From monitoring to empowerment

The Energy Control Monitor is an evolution of Luminus’ existing customer app, My Luminus, which provides basic visibility into energy usage such as viewing bills, tracking monthly consumption, and estimating savings.

But Luminus saw potential to go further.

By offering an upsell to a premium, real-time monitoring service, customers could now access detailed, live energy insights powered by NET2GRID EnergyAI® algorithms and energy analytics. Through a small connected device, powered by NET2GRID, the app delivers minute-by-minute data on household energy consumption, generation, and grid injection especially valuable for PV owners looking to optimize self-consumption.

Turning data into action

As Marleen Nijsten explained in NET2GRID’s Energy Stories podcast recently, what makes this service unique is that customers can act immediately on their insights:

“Users can control, improve, and optimize their energy use in real time. They can see the financial impact of their actions instantly, in euros and kWh, which makes energy management not just smart, but tangible.”

This real-time engagement transforms energy consumption into an active, rewarding experience. Customers not only understand their energy use but they feel in control of it and act as collaborators in the electrification journey.

The results: Engagement that pays off

The impact speaks for itself:

• 4.8/5 rating on Google Play, based on over 1,130 reviews

• More than 50,000 downloads

• NPS score of 52, showcasing strong customer satisfaction

• Nearly 50% of Monitor users were upgraded from the free My Luminus app

These figures highlight how upselling to data-driven services can strengthen engagement while delivering measurable business value. Customers who chose to pay extra for real-time insights reported high satisfaction demonstrating that when innovation creates value, customers are willing to invest.