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Sustainability Report 2011
Download or view Hera Sustainability Report

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Sustainability Report 2011
Maurizio Chiarini (Chief Executive Officer of Hera Group) presents Sustainability Report

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Social responsibility

Hera's stakeholders: Customers

The customer base served by Hera totals more than 3.2 million, spread over the six provinces of the Emilia-Romagna region and several municipalities of the provinces of Florence and of Pesaro and Urbino. Hera also provides services to local businesses, which fall under the category of business customers. Hera is constructing fast track channels for relations with this customer base.
In de-regulated services (gas and electricity), Hera sells gas and electricity to 1.6 million customers throughout Italy, through its sales company Hera Comm.
Starting in 2005, Hera started a survey to check the satisfaction and listen to the requirements of customers. Customer satisfaction surveys are carried out every year and the results are used to define improvement objectives.

Main dialogue and consultation initiatives:

Residential and business customer annual survey: approximately 3,000 interviews of residential customers, a stratified sample by local area, consumer range and service, 1,300 interviews of the various types of business customers, a stratified sample by local area and turnover.
Customer satisfaction survey for technical intervention requests (e.g., opening or moving a meter) or estimates regarding network services: 983 interviews carried out, stratified by local area and service.
Survey of the satisfaction of customers with the district heating service: 399 customer interviews conducted.
In application of the joint mediation procedure, 74 requests for mediation were received from customers in 2011.
In April 2011, the creation in the entire area of the new direct contact channel with consumers' associations (single contact person, dedicated telephone number and email) was completed. 365 cases were managed through this channel. In 2011, 16 meetings were held with the associations involved, in the seven areas in which Hera operates, to define and subsequently reanalyse the new contact channel.

Page updated 24 April 2012

Dati anagrafici

Hera S.p.A.

V.le Carlo Berti Pichat nr. 2/4
40127 Bologna
tel. 051 287111 - fax 051 287525

Paid-up Share Capital € 1,115,013,754
Revenue Code/VAT reg. no. and Bologna Registry of Companies
no. 04245520376

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