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Customers

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Creating shared value 2024

Customer 1

Immagine

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

Immagine rappresentativa dell’efficienza energetica

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

Immagine rappresentativa dell’efficienza energetica

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

Immagine rappresentativa dell’efficienza energetica

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

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Hera SpA, Viale Carlo Berti Pichat 2/4, 40127 Bologna, Tel.051287111 www.gruppohera.it