with quality standards set by the
Authority for 4 services
average waiting time at branches
and chance to reserve an
appointment with an operator
thousand analyses
Group drinking water, 1,100 per day, of which 63% on the supply network

Customer relations

In 2017, the company confirmed its strong commitment to making final customer management more efficient, simpler and quicker by further improving its contact channels: the call centre for residential customers, the call centre for business customers, online services and email.

Customer service requests
(%) 2015 2016 2017
Call centre 53.5% 55.7% 60.4%
Branch offices 28.4% 26.1% 24.0%
Online services 11.7% 11.7% 9.5%
Email 6.4% 6.5% 6.1%
Total 100.0% 100.0% 100.0%

Excluding AcegasApsAmga and Marche Multiservizi

In 2017, the total volume of requests handled by the contact channels increased by 9%. The channel that increased the most was the call centre (+18%), followed by the traditional mail channel (+3.2%).