total yield
of the stock
compared to
its 2003 price
euro cent
per share
million euro
of added value distributed
to local stakeholders

The methodology used for the customer satisfaction survey

The Customer Satisfaction survey is based on an internationally recognised methodology designed to assess the quality of services offered and customers’ overall satisfaction with Hera. The number of telephone interviews rose by 5%, settling at around 6,200 calls aimed at understanding what customers think about the company. The survey was conducted by Computer Aided Telephone Interviews (CATI) with a survey population chosen so as to ensure that the sample is representative of the customers of all of the Group’s services. Monitoring was carried out by interviewing the main contact for Hera within the household. The questionnaire, which lasts around 15 minutes, monitors overall satisfaction components and measures future behaviour (word-of-mouth, loyalty etc.) towards the company. The assessments of the results are expressed in numerical scales, divided into levels of satisfaction: under 50 points indicates insufficiency; up to 60, “minimal” satisfaction; between 60 and 70, a good level of satisfaction, and above 70, a high level of satisfaction.

From the second half of 2017, the call centres, branches, Online Services and app are monitored through daily interviews conducted the day after the contact has been made in order to gain insight into the customer’s satisfaction while the experience is still fresh. Over 6,000 interviews/month are carried out using IVR (by telephone with pre-recorded questions) and CAWI (by email) methods. In addition, around 6,500 monthly interviews are conducted with an operator.

In 2018, immediate daily interviews will be carried out; since the call will be made straight after contact, the experience and opinion gathered from the customer will be more accurate. The portal used today for this activity will be further developed and functions will be added to better structure the satisfaction survey and to examine in further detail any reason for customer dissatisfaction.

The survey was also carried out for business customers in order to monitor customer satisfaction levels both for the free market and protected market. In the case of companies, the contact for the services provided by Hera is interviewed. The data of the survey carried at the end of 2016 are reported since those regarding 2017 were being processed on the date of approval of this report.


Assessment of business customer satisfaction
CSI (from 0 to 100) 2014 2015 2016
Service satisfaction index (Services CSI) 73 74 73
Overall satisfaction index (CSI) 67 68 68
Global satisfaction 70 71 71
Satisfaction with respect to expectations 65 67 68
Satisfaction with respect to the ideal 65 66 65

Year 2016 confirmed the good results of the overall satisfaction index, which stood at 68. Satisfaction improved by one point with respect to expectations.

The average ratings are particularly high for Top customers and confirm values for the free market above those of the standard tariff market.

Immediate satisfaction survey activities were started in 2017 also for business customers, with around 1,000 interviews/month using IVR (by telephone with pre-recorded questions) and CAWI (by email) methods.