The leadership of a company such as Enel necessarily depends on paying attention to customers and a high-quality service: aspects which do not refer solely to the supply of electricity and natural gas, but also and above all to the intangible aspects of the service relating to customers’ perceptions and satisfaction.
There are numerous areas where action has been taken:
- development of new tools and channels of contact;
- improvement in back office processes;
- monitoring of complaints and information requests in order to reduce response times and ensure they are correctly handled;
- analysis of notifications, in order to understand the perception of customers and any current problems, so as to immediately put in place the due corrective action and not compromise overall customer satisfaction.
The attention dedicated to the issues connected to service quality was confirmed this year too by the customer satisfaction results from all the countries where Enel operates as a seller or distributor of electricity.
In Italy the customer satisfaction index (CSI) for 2016 recorded a score of 91.2 for the regulated market and 90.3 for the free market, on a scale of 1 to 100. In addition, during 2016, further measurements were taken by a company which specializes in customer satisfaction for the electricity (free and protected categories) and gas market, both residential and business. The survey involved customers who contacted Enel through its toll-free number, customers acquired through various sales channels, customers who went to actual direct and indirect outlets or who were chosen at random from the customer database. Over 85 thousand phone interviews were conducted using the CATI (Computer-Assisted Telephone Interview) technique, the data was collected through a structured questionnaire consisting of closed questions and some further analysis using open ended questions.
During 2016 Enel continued to use the on-the-spot monitoring system, to provide customers with the chance to express an overall judgment on their phone call assistance by simply inputting a number from 1 to 5 at the end of the contact with the operator, and to indicate their satisfaction in regard to resolution of the problem. This type of survey enables over 25 thousand customers to be recontacted each day and to have an index broken down by partner, team, type of customer, and the reason for their call. In this way it is possible to promptly intercept any forms of dissatisfaction and to measure the effectiveness of the remedial actions implemented.
ISO 9001:2008 certification
The Istituto Marchio di Qualità (IMQ) confirms ISO 9001:2008 certification for the companies Servizio Elettrico Nazionale and Enel Energia for the high quality standards of the service offered, with a level of conformity of 100%, extending with full marks, and for the first time, the prestigious quality mark also to customer sale processes.
In Iberia “customer satisfaction” is constantly monitored through telephone interviews and via email (for example, Sistema de Calidad Percibida and Estudio de Satisfacción de Clientes Empresas) in order to offer customers the best possible assistance. The index has been constantly rising over the years, standing at 6.9 in 2016 on a scale of 1 to 10. Endesa also has the Plan de Excelencia en la Atención Comercial (Plan of excellence for customer focus), aimed at improving indicators on customer satisfaction year by year. In 2016 the plan paid particular attention to ensuring multilingual assistance for customers, preventative handling of complaints made by phone, an enhancement of the website (www.endesaclientes.com), improvements in the invoicing process and optimization of the service quality.
In Romania, customers,through various channels such as the contact center and the website, can express their opinions, which are collected on a monthly basis by the company throughcustomer care and written complaints received. Every six months a customer satisfaction study is undertaken by an external supplier using the CATI method, from which there emerged a general level of satisfaction of 84.9 for the free market, while for the regulated market it was 79.1 (on a scale from 1 to 100).
In Latin America, customer satisfaction indicators represent an essential element in defining strategies and new products. In Brazil, Enel Distribuição Ceará won recognition with the Abradee Prize, which certifies the company as the best distributor in the country, while in Peru, Enel Distribución, for the third year running, was named the best company for service quality by the Organismo Supervisor de la Inversión en Energía y Minería (OSINERGMIN).
Handling of complaints
In all the countries where Enel operates, customers have available various channels through which to make a complaint or an information request (post, website, toll-free numbers). Enel constantly monitors the feedback received in order to understand the perception of customers and any ongoing problems and to immediately implement the due corrective action. In Italy, through the Group company which operates on the free market, Enel Energia, control is guaranteed over the commercial quality of all the contact channels through systematic monitoring of sales and operational processes. The aim is to guarantee conformity with the provisions, in compliance with the law in force, for privacy and the rules protecting the freedom and dignity of workers. The controls are carried out in a number of ways: personal accompaniment, mystery calls, listening again to vocal signature made by phone, and analysis of customer complaints. Part of this is the new quality control model which introduces for partners contractual indicators with minimum thresholds for the allocation of bonuses and penalties. During 2016, some changes were made aimed at improving the previous model with the introduction of new service levels for the calculation of the contractual indicators. In addition, again as part of quality control, contractual indicators with minimum thresholds for the allocation of bonuses and penalties were defined and introduced also for the face to face channels (in particular agencies). In relation to the quality controls on the responses to complaints, during 2016 the control model was redefined envisaging, among other things, greater involvement by the partners being checked in the verification process. Finally, the service levels of the partners who respond to complaints were redefined; in 2016 the handling of the process for notifications of significant non-compliance from the regulatory, legal and anti-trust viewpoint continued, relating to the commercial partners of Enel Energia (for example agencies, physical outlets, phone-based partners). The notifications are managed through a portal and assessed by a team consisting of the Quality and Commercial Support, Legal, and Regulatory/ Anti-trust units, so that the most suitable actions are taken. In September 2016 Enel and consumer associations signed the protocol for a joint negotiating body which, in the case of domestic or residential supplies and for amounts not exceeding 15 thousand euro, resolves disputes without going to court. The negotiation is free and time frames are short. In Iberia, complaints are managed both centrally by the Atención de Reclamaciones (complaints handling) unit and at local level through six territorial units, in order to intercept in advance possible service problems, define appropriate resolution instruments, thus improving the efficiency of the process. The figure of the Defensor del Cliente - Ombudsman remains active and is a unique example of its kind in acting as a bridge between the company and its customers; this figure is also present in Brazil and Colombia.
Care of vulnerable groups
Enel is close to citizens in order to improve and maintain access to electricity in the most destitute areas and among the poorest populations.
In all the countries where the Group operates there are forms of support (often linked to State initiatives) which assist some segments of the population in paying electricity and gas costs, so as to allow equal access to energy.
In Italy, since 2008 for the electricity sector and since 2009 for the gas sector, there has been an incentive for residential customers in a state of economic need and – for the electricity sector alone – for customers who use life-saving electrical medical devices (the so-called “social bonus”). The bonus is financed with State resources and with specific tariff elements set by the Authority. The request for the bonus is handled by Municipalities and – should it be granted – customers are given a credit on their bills which varies on the basis of income and the number of family members. In 2016 the electricity social bonus was granted to around 420 thousand customers of Enel Energia and over 480 thousand of Servizio Elettrico Nazionale. In addition, Enel Energia, through its loyalty programs, offers customers the chance of savings on purchases thanks to the EnelMia bonus card, which has become a “discount” card with a wider and more diversified network of national partners: over 7 thousand shops throughout Italy and online, chosen from among the product categories which affect household budgets the most, such as fuel, food and leisure. During 2016, 1 million euro in discounts was applied. Customers aged over 65 can sign up to the EnergiaX65 offer which gives the possibility of freezing energy prices for 3 years and moreover, again for 3 years, they receive a free “health and wellbeing” insurance policy for themselves and their families with 24-hour medical consultancy by phone, home medical visits if needed or booking of medical visits and examinations.
In Romania, Enel has launched a pilot project which aims at improving access to electricity for vulnerable groups (see the insert included in the section “Quality in distribution” entitled “From Brazil to Romania”).
Also in Iberia, where there is great awareness of the energy poverty issue, Endesa has signed a series of agreements with local authorities and public bodies to avoid disconnections involving poor families. At the end of 2016, 166 agreements were in force and over 124 thousand invoices had been handled. The social bonus is still active and is for customers with installed power of under 3 kW who belong to the most disadvantaged social classes (pensioners, large households or where all the household members are unemployed). At the end of 2016 the number of customers who used the social bonus was around 980 thousand, 76% of whom were customers with installed power of under 3 kW.
Colombia - Crédito Fácil initiative
In Colombia, through the Crédito Fácil initiative, customers, in particular those who cannot access banking services and who represent a significant part of the population, can obtain credit more easily than through the traditional financial channels. On a market of almost three million customers, currently around 855 thousand use the Crédito Fácil credit card. In 75% of cases they are people who are using bank credit or a credit card for the first time. Thanks to this trust-based relationship customers acquire a new culture of respect for financial obligations, including the payment of energy bills. This all means less avoidance of payments.
|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 ratio||74% 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.