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A customer-oriented service. More quality, more digitization

A customer-oriented service. More quality, more satisfaction

The quality of gas and electricity services is regulated by general and specific regulations that, if not complied with, involve automatic customer compensation that ranges from Euro 30 to 140, depending on the type of service provided. This compensation may also increase based on delays in performing services or the time required for payment. The waste management Service Charter was drawn up according to requirements set out by the regulatory authorities and sets minimum quality standards. Hera's district heating systems involve voluntary quality monitoring of key services and automatic compensation for failure to comply with the Quality Charter of the district heating service.

The overall data are in line with 2017: in 2018, in 99.6% of the times, the Group provided the service requested by the customer within the timeframe set by the Regulatory Authority for Energy, Networks, and the Environment.

In almost all cases, good results were confirmed for the individual services compared to those already achieved in 2017. In particular, again this year there was excellent performance as to meter-reading frequency for billing purposes, confirming last year's 99.9%, while the activation of gas supplies (from 99.8% to 99.9%) again exhibited high quality. For electricity, the activation of electricity supply improved (from 99.1% to 99.3%), and that for deactivation of the supply increased from 98.6% to 99.5% while the reactivation of electricity after late payments worsened slightly (from 98.4% to 98.3%). The standard meter-reading frequency also includes the new remotely managed gas meters. Starting from 1 July 2016 for water services, automatic compensation is applied (as per Aeegsi resolution 655/2015): considering the services covered by the resolution, observance of the regulation decreased slightly to 97.7% in 2018 (compared to 98.2% in 2017).

Number of services provided
 2018Number of services provided (2018)
Gas99.7%2,912,811
Electricity98.6%62,979
Water service97.7%222,768
District heating96.0%1,344
Total99.6%3,199,902

 

Customer satisfaction rating (from 0 to 100)
 2018
Gas79
Electricity77
Water74
Sanitation71
Overall satisfaction with services75
 

Billing quality and growing customer satisfaction

Hera continues its efforts to improve the quality of water billing, reducing the use of estimated consumption by making greater use of meter reading data (2 reading attempts for consumption levels between 0 and 500 m3 per year, 4 for consumption levels between 501 and 1,500 m3 per year and 3 for consumption levels between 1,501 and 5,000 m3 per year, higher than the authority's obligations) and by further promoting self-reading. Gas bills calculated on the basis of estimated consumption are gradually being reduced by increasing the number of electronic gas meters to 650 thousand as of the end of 2018 (34% of the total).

Closer, just a click away

In 2018 we continues to make progress on making the tools for communicating with customers more digital, by providing applications for mobile devices, developing our online services and activating electronic billing.

At the end of 2018:

  • 21% of Hera's customers had registered for online services;
  • 24% of Hera customers had decided to receive their bill by email;
  • 260 thousand customers had downloaded the Acquologo e Rifiutologo apps;
  • 160 thousand customers had downloaded the My Hera app (as of June 2019).