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15 anni

Customers

Clienti

The Hera Group is one of the major multi-utility companies in Italy: it offers the sustainable management of several services to 4.4 million citizens in 358 municipalities spread over 5 Italian regions (Emilia Romagna, Veneto, Friuli Venezia Giulia, Marche and Tuscany), where 4.4 million citizens live.Hera provides energy (distribution and sale of gas and electricity), water (water systems, sewage and treatment) and waste management (collection and disposal) services to citizens and enterprises.

In 2015, the Hera Group's services were used by 251,000 companies for which fast track channels were created.

In the area of deregulated services, Hera sold gas and electricity to over 2 million customers across many regions of Italy. Hera has measured its customers' satisfaction each year since 2005. Surveys are carried out by telephone to define improvement objectives.

Main dialogue and consultation initiatives:

  • Annual residential customer satisfaction survey: 5,300 interviews to Group customers
  • Joint mediation procedures of Hera and AcegasApsAmga: 76 requests for mediation received from Hera and 14 from AcegasApsAmga in 2015
  • 789 cases managed through the direct contact channel with consumers’ associations
  • In 2015, nine meetings were held with the concerned associations, in the seven areas in which Hera operates. In the local areas of AcegasApsAmga, collaboration with consumer associations continued in 2015
  • Over 6,900 customers involved, 2 thousand of which enterprises, in the Customer experience project aimed at improving relations with Hera Comm
 
 
  • Yearly residential customer satisfaction survey: 5,900 interviews to Group customers
  • Joint mediation procedures of Hera and AcegasApsAmga: 60 requests for mediation received from Hera and 13 from AcegasApsAmga in 2016
  • 785 cases managed through the direct contact channel with consumers' associations
  • In 2016, fourteen meetings were held with the concerned associations, in the seven areas in which Hera operates.


Page updated 25 August 2017

 
 
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