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A customer-oriented service. More quality, more satisfaction

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 24 to 140, depending on such regulations. In 2017, some of the most frequent services were improved: the estimate of the execution of simple gas-related works (from 98.6% to 98.8%), the activation of the gas supply (from 99.8% to 99.9%), the deactivation of the supply at the end customer’s request (from 98.1% to 100%) and the reactivation due to late payment (from 96.9% to 98.0%). For the electricity supply service, the activation of electricity supply improved (from 98.7% to 99.1%), while the reactivation of electricity after late payment worsened slightly (from 99.5% to 98.4%). Starting from 1 July 2016, automatic compensation is applied with regard to water services (as per AEEGSI resolution 655/2015): considering the services covered by the resolution, observance of standards was 98.2% in 2017 (compared to 98.4% in the second half of 2016).

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.

The overall data are in line with 2016: in 2017, in 99.7% 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.

 201520162017Number of services provided (2017)
Gas99.7%99.9%99.9%2,754,062
Electricity98.1%98.6%97.7%65,860
Water service99.5%98.9%98.2%206,058
District heating99.8%98.9%97.8%1,608
Total99.6%99.899.7%3,027,588

 

Customer satisfaction rating (from 0 to 100)
 20162017
Gas7979
Electricity7677
Water7474
Waste collection and street cleaning7170
Overall satisfaction with services7575
 

Billing quality and growing customer satisfaction

Hera continues its commitment to improve its billing quality by reducing the use of the 'estimated consumption' by taking more readings from meters (4 reading attempts per year for consumption between 501 and 5,000 m3 per year, higher than the authority's requirement) and by further encouraging customers to read their own meters. By the end of 2017, usage of remotely managed electronic meters will also have increased and the number of electronic gas meters will be increased to 402,626 (22% of the total). 

Hera plans to continue to install electronic gas meters as planned: 30% of electronic meters by the end of 2018 and 57% in 2021.