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Quality for customers


Ensure access to affordable, reliable, sustainable and modern energy for all


Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation


Make cities and human settlements inclusive, safe, resilient and sustainable

In an energy market characterized by very rapid changes, the Plan 2017-2019 considers digitalization and customer focus as key elements which will allow an acceleration in the process of creating value. Reliability, security, and continuity in distribution, together with quality, effectiveness and transparency in electricity sales characterize each stage of the relationship with customers.


Electricity transported on the Group’s distribution network totaled 426 TWh, down by 1.4 TWh compared to 2015, largely following the fall in demand in Italy, only partially offset by the increase in the quantity transported in Spain and Romania. The number of customers in 2016 was over 61 million. During the year, there was an increase of around 1.2 million on the free market.
Energy sales totaled 263 TWh in 2016, up by 2.9 TWh compared to 2015. Higher quantities sold were recorded on both the Italian (+6.1 TWh) and Spanish (+0.6 TWh) markets, while lower sales volumes were recorded in Latin America (-0.3 TWh) and in France and Slovakia, totaling -3.5 TWh, following the Group exiting those markets.

Customers electric and gas market

In February 2017 Enel finalizes the acqusition of the Brazilian distribution company CELG

Enel Brasil, which is controlled by Enel, finalized the acquisition of around 94.8% of the share capital of CELG, the electricity distribution company operating in the State of Goiás. With the acquisition of CELG, Enel’s Brazilian customer base rose from 7 million to 10 million consumers

Reference SDGs: 
Main actionsTargets
Acquisition of new customers on free market+15.7 million customers in the 2017-2019 period
New energy efciency solutions and dissemination of new products and services
Commercial offers and integrated services tailored on customers’ needs
Initiatives to promote responsible consumption 
Promote sustainable electric mobility through the development and adoption of innovative business models
Increase the diffusion of digital billing through initiatives and campagins targeted at all customers
Cabling ratio74% by 2019

* The management of relations and the development of the various initiatives/offers is defined at the level of each individual country where the Group is present, therefore refer to the related Sustainability Reports for the identification of the individual targets.

Sustainability Plan 2017-2019