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Customers

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Creating shared value 2025

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…

  • 92% 2G ELECTRICITY METERS

    installed by 2028

  • 97% ELECTRONIC GAS METERS

    installed and remotely read by the end of 2028. 523 thousand NexMeter gas meters installed by the end of 2028, equal to 31% of the total

  • 642,000 SMART WATER METERS

    installed by 2028, 40% of the total

what we did...

  • 86% 2G ELECTRICITY METERS

    installed by the end of 2025 (74% in 2024)

  • 94% ELECTRONIC GAS METERS

    installed and remotely read by the end of 2025 (89% in 2024). 262 thousand Nexmeters installed by the end of 2025, equal to 16% of the total (290,000 in 2024)

  • 256,000 SMART WATER METERS

    installed by 2025, 15.8% of the total (89,000 in 2024)

what we will do...

  • 91% 2G ELECTRICITY METERS

    installed by 2029

  • 98% ELECTRONIC GAS METERS

    installed and remotely read by the end of 2029. 479 thousand NexMeter gas meters installed by the end of 2029, equal to 29% of the total

  • 538,000 SMART WATER METERS

    installed by 2029, 33% of the total

Immagine rappresentativa dell’efficienza energetica

Service safety and continuity

what we said we would do…

  • GAS EMERGENCY RESPONSE

    maintain a level significantly higher than ARERA’s requirements in the percentage of calls with arrival within 60 minutes

what we did...

  • 96.2% ARRIVAL AT THE CALL LOCATION

    within 60 minutes, compared to a service requirement of 90%

what we will do...

  • GAS EMERGENCY RESPONSE

    maintain a level significantly higher than ARERA’s requirements in the percentage of calls with arrival within 60 minutes

Immagine rappresentativa dell’efficienza energetica

Customer relations

what we said we would do…

  • 12-MINUTE AVERAGE WAITING TIME

    at service desks and 95% of call centre calls successfully handled in 2025

what we did...

  • 8-MINUTE AVERAGE WAITING TIME

    at service desks (9 minutes in 2024) and 94.5% of calls successfully handled in 2025

what we will do...

  • 10-MINUTE AVERAGE WAITING TIME

    at service desks and 95% of call centre calls successfully handled in 2026

[Sustainability Report] Download - "Customer service quality, costs and safety"

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

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