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Quality of service and promotion of responsible and conscious consumption

  • GRI
    

The leadership of a company like Enel necessarily depends on customer care and high-quality service: aspects that not only refer to the supply of electricity and/or natural gas, but above all to the intangible aspects of the service, relating to customer perception and satisfaction. Among the many actions, the following can be highlighted:

  • development of new tools and contact channels;
  • improvement of back office processes;
  • monitoring of complaints and information requests in order to reduce response times and ensure they are correctly handled;
  • analysis of reports, in order to understand customer perceptions or any current problems and put corrective. actions in place immediately, so as not to compromise overall customer satisfaction.

Customer satisfaction

The focus on quality of service remained in place this year, as shown by the results of the customer satisfaction surveys carried out in all the countries in which Enel is present as an electricity seller or distributor.

In Italy, the Customer Satisfaction Index (CSI) for 2018 is equal to 92.41 (92.3 in 2017) for the regulated market and 90.22 (91.3 in 2017) for the free market. Furthermore, surveys are carried out on a monthly basis, regarding the satisfaction of customers who received a response to a written or verbal complaint. The survey is conducted through telephone interviews, carried out after sending the reply or during the call when the customer is given a response.

In Iberia, excellence in customer care is the main value in its commercial relationships at the subsidiary Endesa, which pursues maximum efficiency in its customer care channels, tools and platforms through a process of constant innovation and improvement.

20 key indicators are monitored monthly to ensure compliance with the improvements identified during the previous year. The CSI shows a constantly rising trend over the years, reaching a value of 7.23 for the free market in 2018 (7.0 in 2017).

In Romania customers can express their opinions through a contact center, e-mail and on the website. The information is collected monthly and the results are used to improve service quality and corporate processes. The overall satisfaction index was 874 (88 in 2017) for the free market, while the regulated market was 865 (84 in 2017).

In South America customer satisfaction indicators are essential for the definition of strategies and new products. In Brazil, customer satisfaction is measured each year through a specific index calculated by the Brazilian association of electricity distributors (ABRADEE - Associação Brasileira de Distribuidores de Energia Elétrica). The index is obtained following a sample survey carried out with consumers and covering aspects such as: energy supply, information and communication, bill, customer care and image.

1 The value is calculated on a scale of 1 to 100. Following a change in methodology, the 2018 CSI (Customer Satisfaction Index) value is collected annually and no longer each semester, as occurred for 2017 and 2016. For better comparison with data from previous years, the 2017 value, given in the 2017 Sustainability Report and relating to the first semester, has been updated with the CSI value of the second semester 2017.
2 The value is calculated on a scale of 1 to 100. Following a change in methodology, the 2018 CSI (Customer Satisfaction Index) value is collected annually and no longer each semester, as occurred for 2017 and 2016. For better comparison with data from previous years, the 2017 value, given in the 2017 Sustainability Report and relating to the first semester, has been updated with the CSI value of the second semester 2017. The drop recorded in the free market is related to replacement of the customer management computer platform with a more evolved tool (CRM Sales Force). The learning curve of the telephone operators was reflected in the quality of the service provided.
3 The value is calculated on a scale of 1 to 10.
4 The value is calculated on a scale of 1 to 100.
5 The value is calculated on a scale of 1 to 100.

Complaint Management

In all the countries where Enel operates, customers have several channels available to submit complaints or requests for information (mail, website, toll-free number). Enel constantly monitors the feedback received in order to understand the customer’s perception and any critical issues in progress and implement the appropriate corrective actions.

In Italy, through the company Enel Energia, the Enel Group ensures the commercial quality control of all the contact channels by carrying out systematic monitoring of sales and management processes. The goal is to ensure compliance with the requirements under current legislation, with privacy regulations and with the regulations protecting workers’ freedom and dignity.

The reports are managed through dedicated channels and evaluated by a specific working team so that the most appropriate actions can be taken.

In Iberia, complaints are managed both centrally, by the “Atención de Reclamaciones” (Complaint Management) unit, and at local level through six regional units, in order to detect any service disruptions in advance and decide the best way to resolve the issue, improving process efficiency.

In 2018, a digitalization process was launched to ensure greater efficiency and reduce average resolution times.

Care of vulnerable groups

Enel is close to citizens in order to improve and maintain access to electricity in the most disadvantaged areas and among the poorest populations. In all the countries where the Group operates there are forms of support, often linked to government initiatives, helping certain sections of the population pay for electricity and gas costs, to provide equal access to energy.

In Italy, since 2008 for the electricity sector and since 2009 for the gas sector, state aid is available for domestic customers in economic hardship and – for the electricity sector only – for customers who use electro-medical life-saving equipment (so-called “social bonus”).

The bonus is financed by state resources and with specific rates set by the Authority. Bonus applications are managed by the Municipalities and, where approved, the customers see a credit on their bill which varies depending on income and the number of household members. In 2018, the social bonus was received by approximately 430,000 Enel Energia and around 330,000 Servizio Elettrico Nazionale customers. In general, protection is provided in cases where the energy supply is disconnected: customers who have an electronic meter are not completely disconnected in the event of non-payment, but their available power is reduced compared to the contracted power, it is only completely disconnected if the non-payment persists.

In Iberia, the new social bonus regulation came into force in 2018 with discounts of 25%, 40% or even 100%, depending on the customer’s level of vulnerability. In addition, since 2015, various agreements have been signed with local/regional authorities and tertiary organizations in order to avoid cutting supply to customers recognized as “vulnerable” by social services. The number of agreements increased by 18% in 2018, from 229 in 2017 to 272 in 2018. The bonus was issued to 108,125 customers, compared to a potential coverage of 10 million families in 26 regions. Furthermore, from 2018, Endesa offers customers in vulnerable groups the opportunity to pay their energy bills in installments without applying interest and has specific assistance channels for customers.

In Chile, Enel Distribución Chile’s “oficina móvil” (mobile office) has actively contributed to customer care for the most vulnerable sectors, bringing the Company closer to their homes.

In 2018, the mobile office carried out a total of 229 visits to various municipalities.

A transparent relationship with customers

In all the Enel Group companies, in conformity with the Code of Ethics, all contracts, communications addressed to customers and advertizing must be:

  • clear and simple, using language that is as close as possible to what is normally used by the other party;
  • compliant with the current laws, without using evasive or unfair practices;
  • complete, without neglecting any detail that is significant in terms of customer decisions;
  • accessible to customers.

Specific customer care channels have been set up in all the countries where the Group operates: physical, telephone and online, to provide continual information about the products and services offered. Access to information has also been improved through the use of social media channels, such as Facebook and Twitter, and specific apps. In order for communication with customers to be truly transparent, correct and effective, Enel undertakes to ensure that any cultural, linguistic, illiteracy or disability barriers do not affect an equal access to information for customers. Innovation and digitalization are also key elements (see the chapter “Open Innovability and digitalization”).

In Italy, in addition to the www.enel.it site, which enables users to create and maintain customer relationships from both a commercial and managerial perspective, a dedicated Enel Energia app is planned, to manage customers simply and immediately, with access to all the data relating to bills, consumption, the state of pay ment, etc. It is also possible to activate or modify the services associated with the various supplies, to stay informed about new offers and promotions and to accessthe dedicated loyalty program.

As part of the “Enel Social Services” program, developed in collaboration with the Presidency of the Council of Ministers, Servizio Elettrico Nazionale sends the bill in Braille to visually impaired customers. In addition, on the Enel Energia website (www. enel.it) the chat function is active for hearing impaired customers and there is also a guide with visual and audio content to explain the bill.

In Iberia, new features and payment methods, a section dedicated to privacy management, a chat function from the app and innovative ways of displaying consumption and invoices were added to the www.endesaclientes.com website in 2018. All commercial communications, invoices and information sent by Endesa to its customers can be received in two languages: Spanish and Catalan.

The www.endesaclientes.com website is also available in Spanish, Catalan and English. Endesa seeks to overcome any barriers, whether physical, social or linguistic, thanks to its commitment to digitalization.

Customer contact points are on the ground floor to guarantee access for people with disabilities.

In Romania, the website www.enel.ro includes an English version for non-Romanian customers and a Hungarian version is also being built, while in Chile new digital platforms have been implemented to provide the same information and the same level of customer focus, regardless of whether the customer chooses to be assisted in person, remotely or digitally.

In all the countries where it operates, Enel acts in compliance with the current regulations on protection of customer privacy.

The Company is also committed to careful monitoring of all the third-party companies that might use the personal data of its customers. Specific clauses are included in contracts with partners who use personal data to perform specific activities, such as for example sales or customer satisfaction surveys.

Customer data is an expression of the personality and identity of the individual, and must therefore be treated with due caution and guarantees. Enel considers personal data to be both a common good and a corporate asset, for this reason the Group has created the role of Data Protection Officer to guarantee full respect for the privacy of all the individuals with whom it interacts. For further details, see the chapter “Corporate governance”.

Commercial offers and energy-saving products and services

In all the countries where Enel operates, a vast range of high-energy-performance products has been launched to guarantee savings in terms of both flexible platform, with the aim of generating a system capable of connecting: urban ecosystems, industrial districts and production chains, mobility needs and individuals. These are connections that take on different forms each time: distribution systems and energy storage batteries, low-energy smart and LED lighting solutions, electric mobility and fast charging services, tools for intelligent energy management and equipment in the homes, buildings and cities, software to control the energy exchange in distributed self-production systems (Demand Management & Reconsumption and emissions.

Endesa and UTE (Unión Temporal de Empresas) signed an agreement in 2018 with the Municipality of Vitoria, in order to modernize 42 public buildings by installing innovative electrical solutions and replacing the internal lighting system with a more efficient one. The implementation of the project will result in energy savings of 1,281,000 kWh/year and a reduction in CO2 emissions of 493.2 t/year.

In Italy, the “Piano Italia” Project, designed to promote the electrification of mobility and sustainable transport, has the objective of developing and installing a network of 28,000 charging points for electric vehicles by 2023.

in Italy, Enel X’s “Energy Efficiency for apartment buildings” project, aimed at all buildings with over eight residential units and centralized heating systems, and that are interested in increasing energy efficiency in the communal areas of the building. 

For further details on Enel X projects, see the next paragraph.