compliance with the quality standards
set by the Authority for four services
minutes average waiting time
at help desks and chance to book
an appointment with an operator
thousand analyses
carried out on Group drinking water, of which 63% on the
distribution 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%).