||Buildings account for ca. 40% of the total energy use in Europe. Energy management and energy efficiency issues are gaining more and more interest in the building sector. However, buildings still use more energy than necessary. The purpose of this study is to understand how the customers of energy management services perceive the value of energy management. The aim is to find out what are the strengths and the weaknesses in energy management service delivery. The study was conducted with a qualitative interview method. The results present three categories of characteristics that represent energy management service delivery: information, split incentive problem and professional skill. The weaknesses of energy management service delivery show as challenges in information flow, lack of information, split incentive problem, key-personnel turnover and full utilization of energy management expertise. The strengths of energy management service delivery show in the high appreciation of the professional skill of the service provider.