Customers are key actors of change and it is also with them that we create shared value.
Our services aim at full compliance with commercial quality standards, involving more than 7.5 million residents, and are offered as part of a sustainable business model that pursues growth objectives while promoting social equity, resource regeneration and the transition to carbon neutrality. This also translates into the adoption of circular economy principles and innovative technologies to guarantee the quality, continuity and safety of services for both businesses and households, with the ultimate goal of continuously improving business performance for the benefit of our customers.
customer 2
Service quality
what we said we would do…
91% 2G ELECTRICITY METERS
installed by 2027, 60% of which made of recycled plastic
95% ELECTRONIC GAS METERS
installed and remote-controlled by 2027.
310 thousand NexMeters installed by 2027, 18% of
total meters
310 THOUSAND SMART WATER METERS
installed by 2027, 21% of total meters
what we did...
74% 2G ELECTRICITY METERS
installed by 2024 (42% in 2023), 50% of which made of
recycled plastic
89% ELECTRONIC GAS METERS
installed and remote-controlled by 2024 (88% in 2023).
290 thousand NexMeters installed by 2024, 17%
of total meters (vs. 250 thousand in 2023)
89 THOUSAND SMART WATER METERS
installed by 2024, 5.6% of total meters (vs. 7 thousand
in 2023)
what we will do...
92% 2G ELECTRICITY METERS
installed by 2028
97% ELECTRONIC GAS METERS
installed and remote-controlled by 2028.
523 thousand NexMeters installed by 2028, 31%
of total meters
642 THOUSAND SMART WATER METERS
installed by 2028, 40% of total meters
Safety and service continuity
what we said we would do…
GAS EMERGENCY RESPONSE
maintain the percentage of calls arriving within
60 minutes at a level significantly higher than
Authority obligations
what we did...
96.2% ARRIVAL AT THE PLACE OF CALL WITHIN 60 MINUTES
(vs. a service obligation of 90%)
what we will do...
GAS EMERGENCY RESPONSE
maintain the percentage of calls arriving within 60
minutes at a level significantly higher than Authority
obligations
Customer relations
what we said we would do…
10 MINUTES AVERAGE WAITING TIME
at counters and 80 seconds at call centres
what we did...
9 MINUTES AVERAGE WAITING TIME
at counters and 38 seconds at call centres in 2024
(vs 12 minutes for calls and 59 seconds respectively
in 2023)
what we will do...
12 MINUTES AVERAGE WAITING TIME
at counters and 95% of successful calls to call centres
in 2025