In addition to the usual period customer-satisfaction surveys of all the sales and contact channels, as well as of the customer-management units,Enel uses a type of “on-the-spot” monitoring system. After a telephone contact with the Company, by dialing a number from 1 to 5 customers can express not only their overall opinion of the conversation that just took place, but also say whether or not the matter for which they phoned Enel was handled satisfactorily and whether they would advice a friend to use Enel.
The particular effectiveness of this survey system stems from the fact that customers can assess the contact they had with the Company immediately and in its entirety, thus considering how long they had to wait and the courtesy and professionalism of person with whom they spoke, as well as the latter’s ability to solve the problem.
In Italy, besides the surveys that each operator of the Energy sector can perform on his own, since 2008, the Electricity and Gas Authority also carries out a semi-annual investigation of the contact centers of companies that sell electricity and gas with more than 50,000 customers. It then compiles a ranking of sellers, whose final results take into account not only Customer Satisfaction, but also service quality and accessibility. At present 30 companies are monitored by the AEEG, and Enel is assessed separately for the companies Enel Energia (which operates on the free market) and Enel Servizio Elettrico (operating on the regulated market). The result at the end of 2010 showed a customer satisfaction amounting to 84/100 for the free market (Enel Energia) and 89.2/100 for the regulated market (Enel Servizio Elettrico), both showing an improvement compared with 2009.
Enel is absolute quality leader, both for the free market with Enel Energia and for the regulated market, with Enel Servizio Elettrico.
The latter was stated by the Electricity and Gas Authority, which communicated the ranking including call centres of sales companies with more than 50,000 customers, measured according to an Index of Total Quality.
The call centre ranking is published twice a year by the Authority and refers to the second quarter of 2010, comparing 32 electricity and gas sales companies. The ranking is based on a number of points awarded to each individual call centre for the quality levels that it actually offers customers. These points are awarded according to standard service levels such as available telephone lines, waiting time, clearness of the answers, conduct of operators, ability to solve the problem in the least possible time.
Furthermore, in Brazil, for the second consecutive year, Coelce was volted top energy distributor by ABRADEE (Brazilian Association of Electricity Distributors). The perceived quality index reached 92.2%, much higher than the national average.
Enel Servizio Elettrico answers from Monday through Friday from 8 a.m. to 10 p.m. and on Saturday from 8 a.m. to 2 p.m, at the toll-free number 800.900.800 (126.96.36.199 for cell phones). The service is in Italian.
Last update: 19/07/2011