total return on stock
compared to original
listing in 2003
million euro
added value distributed
to local stakeholders

Customer satisfaction survey

Since 2005, the quality of our services has been assessed through annual customer satisfaction surveys aimed at defining improvement measures. Since 2014, as well as Hera’s residential customers, the survey has included the customers of AcegasApsAmga (Padua and Trieste), Hera Comm Marche (Pesaro and Urbino) and Amga (Udine).

Assessment of overall satisfaction of residential customers
CSI (from 0 to 100) 2016 2017 2018
Service satisfaction index (Services CSI) 75 75 75
Overall satisfaction index (CSI) 70 70 71
Global satisfaction 73 73 74
Satisfaction with respect to expectations 69 69 70
Satisfaction with respect to the ideal 68 68 69


The satisfaction index increased in 2018: it rose by one point and settled at 71, exceeding the high satisfaction threshold. The satisfaction rating for the services provided remained stable at 75 points: again an excellent result. All services exceed the threshold of 70 points, which indicates a high level of satisfaction.

The contact channels show an excellent level of customer satisfaction and above all are consistently high: the ratings of branch offices, call centres and online services are above 78 points, which means that customers will always find competent operators and appropriate procedures, regardless of the contact channel. The “app” channel started to be monitored in 2017, reaching a satisfaction rating of 79 in 2018. Customer loyalty grew for the second year in a row, reaching an excellent rating of 80.