total return on stock
compared to original
listing in 2003
million euro
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 over 6,500 replies. 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 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 10,000 interviews/month are carried out using IVR (by telephone with pre-recorded questions) and CAWI (by email) methods. In 2018, immediate daily interviews became operational; since the calls are made straight after contact, the experience and opinions of customers are more accurate. Around 140 thousand interviews were carried out in 2018 to monitor the contact channels. The portal used for analysing customer evaluations allowed channel performance to continuously improve.

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 results of the 2017 survey are reported since those regarding 2018 were being processed on the date of approval of this report.

Assessment of business customer satisfaction
CSI (from 0 to 100) 2015 2016 2017
Service satisfaction index (Services CSI) 74 73 73
Overall satisfaction index (CSI) 68 68 68
Global satisfaction 71 71 71
Satisfaction with respect to expectations 67 68 67
Satisfaction with respect to the ideal 66 65 64