Discover the Acea Group online 2019 Sustainability Report

Quality perceived

 

Quality perceived

The Stakeholder Relations Unit of the Parent Company (External Relations and Communications Department) coordinates the process of measuring the satisfaction of customers and the public with the services provided in the electrical, water33 and Public Lighting sectors. It works in concert with the operating companies that manage the services and supports the Top Management in analysing the data collected. Customer satisfaction surveys (“perceived quality”) are carried out twice a year by an institute specialising in demographic research, selected by tender.
The 2019 semi-annual surveys, conducted using THE CATI34 method, made it possible to calculate the following primary indicators:
  • the overall judgement of the quality of the service (from 1 to 10), which expresses an instinctive assessment by the customers;
  • summary satisfaction indices (Customer Satisfaction Index – CSI, index 0-100), both overall and partial, based on the percentage of customers who stated they were satisfied and the importance attached to each aspect of the service;
  • satisfaction degree indices (Customer Satisfaction Index – CSI, expressed in % of satisfied customers – threshold value 75%) which measure “to what extent” the customers are satisfied or dissatisfied with the service.

Interviews on the “contact channels” involve customers selected using the “call back” method among those who have recently used the services (toll free number for commercial information or reporting faults, website, helpdesk, technical interventions) and gave their authorisation to be called back.

During the year 28,694 people overall were interviewed about the quality of the services provided by the Companies Acea Energia, Areti, Acea Ato 2, Acea Ato 5, Gori and Gesesa. The overall ratings received by each service are all in the area of an intermediate level of satisfaction, between 6.1 and 7.8.

For sales by Acea Energia, compared to last year the total and partial Customer Satisfaction Index for the electricity service show a slightly lower assessment of “billing” and the “toll-free number” and improvements on “branch” and “website”, which received excellent ratings. The distribution managed by Areti saw slight declines in satisfaction for all aspects assessed, more marked for “fault reporting” and “technical intervention”, although the areas “technical aspects of the service” and “scheduled interruption” remained high. Residents of the municipalities of Rome and Formello were interviewed about the Public Lighting service for all areas. The “fault reporting” satisfaction level, while remaining very good, dropped compared to previous surveys. Both for electricity service (sales and distribution) and for public lighting the overall CSIs remain positive.

As regards the water service (sale and distribution of water), the satisfaction of the customers in Acea Ato 2 (Rome and vicinity) and Acea Ato 5 (Frosinone and vicinity) in Lazio and the customers of Gori and Gesesa, operating in Campania, was measured. The overall satisfaction level for the service provided by Acea Ato 2 in Rome and Fiumicino is very highand is improving, the declines in the assessment of some aspects, in particular “fault reporting”, are in fact offset by the improvement of others, especially the “technical intervention” area. There were excellent ratings for “technical aspects of the service” and “branch”.

For Acea Ato 5, in the area of Frosinone and vicinity, the overall satisfaction index for the service improved. More specifically, the satisfaction levels for “technical aspects of the service” and “billing” increased and the ratings of other aspects, such as “branch” and “sales toll-free number” remained high or excellent. Also for Gori, which manages the service in the area of the Sorrento peninsula and the Vesuvian region between the provinces of Naples and Salerno, the overall satisfaction level, already positive, is improving. The declines recorded in some areas, in particular “fault reporting”, are offset by the increase in the ratings for “technical intervention” and “branch”. Finally, for Gesesa, operating in Benevento and its vicinity, the customer satisfaction survey was introduced in the second half of 2018 and replicated in the two 2019 cycles. Therefore, pending comparable two-year data, the results of the survey are illustrated only in the text and not in the table. Given the size of the sample of customers interviewed (about 500 per cycle), the survey calculated the overall assessment and that of the individual aspects of the service, expressed with a rating of 1 to 10. The overall rating as an average of the two surveys is 6.9/10, with a percentage of satisfaction of 87%. The technical aspects of the service receive a rating of 7/10, with 86.8% of respondents satisfied with the quality factor “continuity of service”. For billing the rating is 6.8/10, with 84.5% of respondents satisfied with the “correctness of the amounts in the bill” and 83.2% satisfied with the “clarity and ease of reading of bills”, the two quality factors of the service considered most important.

The charts below illustrate the 2019 satisfaction levels (CSI – index 0-100) for each service as an average of the two surveys for the year, and for Gesesa the opinions expressed on a scale of 1-10. table no. 16 also shows the percentages of satisfied customers on the most important factors of the quality of the services and comparison with the previous year, with evidence of significant deviations.

CHART NO. 18 – OVERALL CSI AND ON ELECTRICITY SERVICE ASPECTS – SALE AND DISTRIBUTION OF ENERGY (2019) (INDEX 0-100)

 

Overall csi and on electricity service aspects – sale and distribution of energy (2019) (index 0-100)

 

Electrical distribution


CHART NO. 19 – OVERALL CSI AND ON ASPECTS OF THE PUBLIC LIGHTING SERVICE IN ROME AND FORMELLO (2018) (INDEX 0-100)

 

OVERALL CSI

CHART NO. 20 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN ROME AND FIUMICINO (2019) (INDEX 0-100)

 

OVERALL CSI

SURVEYS ON CUSTOMER SATISFACTION WITH WATER SERVICE DELIVERED IN OTHER OTA 2 MUNICIPALITIES – CENTRAL LAZIO

Customer satisfaction surveys were also conducted in some other municipalities in the province of Rome. The two semi-annual surveys in 2019 involved a sample of 1,000 residents, representative of all of the direct or apartment complex accounts present in the four “sentinel” municipalities – Colleferro, Formello, Palestrina and Velletri – within Optimal Territorial Area 2, Province of Rome and different from the municipalities monitored with the previous survey cycles. The overall rating recorded was 7 out of 10.

The overall service satisfaction index (index 0-100) is good and equal to 83.9 as an average of the two semi-annual surveys. With regard to the individual aspects being judged, there are very positive ratings for “technical aspects” (89.3), “billing” (88.1) and “technical intervention” (83.4), and lower yet still positive for “sales toll-free number” (77.6) and “fault reporting” (75).

CHART NO. 21 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN FROSINONE AND VICINITY (2019) (INDEX 0-100)

OVERALL CSI

CHART NO. 22 – OVERALL CSI AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN SARNESE VESUVIANO (2019) (INDEX 0-100)

 

OVERALL CSI

 

CHART NO. 23 – OVERALL ASSESSMENT AND ON ASPECTS OF THE WATER SERVICE – SALE AND DISTRIBUTION OF WATER IN BENEVENTO AND VICINITY (2019) (RATING 1-10)

 

OVERALL CSI

 

 

TABLE NO. 16 – RESULTS OF CUSTOMER SATISFACTION SURVEYS (2018-2019)

average of the two interim reports
 u. m.20182019
ELECTRICAL SERVICE – SALE OF ENERGY – ACEA ENERGY
STANDARD MARKET CUSTOMERS
sales activity (CIS inclusive)0-10092.290.5
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
billing0-10095.292.4
correctness of the amounts%94.991.6
bill clear and easy to read%95.392.7
internet website0-10091.695.0
range of available operations%93.093.7
wealth of information available%92.294.8
sales toll free number0-10090.087.9
operator’s competence%89.787.4
chiarezza delle risposte fornite%89.287.0
branch0-10089.990.6
operator’s competence%89.189.6
operator’s courtesy and availability%91.992.1
FREE MARKET CUSTOMERS
sales activity (CIS inclusive)0-10090.988.3
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
billing0-10092.487.2
correctness of the amounts%91.385.9
bill clear and easy to read%93.986.5
internet website0-1008.693.4
wealth of information available%87.491.1
operation user friendliness%83.395.5
sales toll free number0-10089.786.9
operator’s competence%88.986.8
operator’s courtesy and availability%92.089.7
branch0-10091.793.4
operator’s competence%90.492.8
clarity of the information provided%90.792.6
ELECTRICAL SERVICE – ENERGY DISTRIBUTION – ARETI (Rome and Formello)
distribution activity (CIS inclusive)0-10095.588.5
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
technical aspects of the service0-10098.395.7
service continuity%98.395.6
planned interruption0-10095.093.9
correctness of information about recovery times%95.492.3
prior notice of suspended supply%95.296,3
fault reporting0-10096.783.5
clarity of the information provided%96.183,0
operator’s courtesy and availability%97.789.2
technical intervention0-10089.573.7
technicians’ competence%92.779.0
intervention speed following the request%85.263.8
PUBLIC LIGHTING SERVICE – ARETI (Rome and Formello)
lighting service (CIS inclusive)0-10082.279.8
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
technical aspects of the service(*)0-10075.375.4
(directly depending on Acea)
service continuity%72.772.7
(not directly depending on Acea)
presence/network of the lighting service in the city%73.975.3
fault reporting0-10092.185.9
clarity of the information provided%91.084.1
operator’s courtesy and availability%93.486.8
WATER SERVICE – SALE AND SUPPLY OF WATER – ACEA ATO 2 (Rome and Fiumicino)
water service (CIS inclusive)0-10088.889.3
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
technical aspects of the service0-10097.795.1
service continuity%98.396.1
billing0-10086.687.3
correctness of the amounts%88.786.1
bill clear and easy to read%89.187.9
fault reporting0-10090.785,6
clarity of the information provided%89.582,0
operator’s courtesy and availability%93.589,5
technical intervention0-10070.885,1
intervention speed following the request%57.778,1
technicians’ competence%81.287,8
sales toll free number0-10089.388,6
operator’s competence%89.088,8
clarity of the information provided%88.888,0
branch0-10088.591,4
operator’s competence%87.890,7
clarity of the information provided%87.790,4
WATER SERVICE – SALE AND SUPPLY OF WATER – ACEA ATO 5 (municipalities covered by OTA 5 – Frosinone)
water service (CIS inclusive)0-10077.580.0
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
technical aspects of the service0-10069.374.9
service continuity%68.674.8
billing0-10069.672.6
correctness of the amounts%69.271.2
bills sent regularly%78.573.8
fault reporting0-10090.290.2
clarity of the information provided%91.589.7
operator’s courtesy and availability%94.093.7
itechnical intervention0-10087.386.3
technicians’ competence%87.788.2
intervention speed following the request%83.582.0
sales toll free number0-10090.791.8
operator’s competence%88.791.3
clarity of the information provided%92.090.8
branch0-10094.794.1
operator’s competence%95.794.5
clarity of the information provided%94.794.7
WATER SERVICE – SALE AND SUPPLY OF WATER – GORI (municipalities in the Sarnese Vesuvian District)
water service (CIS inclusive)0-10078.880.0
ASPECTS OF THE SERVICE AND ELEMENTS OF QUALITY
technical aspects of the service0-10079.878.5
service continuity%80.479.4
billing0-10074.073.6
correctness of the amounts%75.970.3
bill clear and easy to read%72.975.4
fault reporting0-10088.682.2
clarity of the information provided%89.582.0
operator’s courtesy and availability%89.084.7
technical intervention0-10084.990.5
intervention speed following the request%80.287.0
technicians’ courtesy and availability%89.593.5
sales toll free number0-10086.387.3
clarity of the information provided%87.789.5
operator’s courtesy and availability%91.790.7
branch0-10087.391.4
clarity of the information provided%88.092.2
operator’s courtesy and availability%91.093.7
(*) The average of the assessments of the technical aspects dependent on and not dependent on Acea is shown below.
NOTE The table only includes quality factors that the sample interviewed deems to be most important in 2019; this may give rise to consequent changes in column 2018.
Furthermore, in the right hand column there are significant differences, equal to 5 points or more. In any case, it must be taken into consideration that the value indicating adequate customer satisfaction is equal or more than 75% (threshold value).


33
As regards water services, the main results of the customer satisfaction surveys carried out by Acea SpA and reported here concern the customers of the companies Acea Ato 2 (Rome and province) and Acea Ato 5 (Frosinone and province) operating in the Lazio area, and Gesesa and Gori, both operating in Campania.
34 Computer Assisted Telephone Interviewing of a stratified sample based on variables and representative of the universe of reference, following a structured questionnaire. Depending on the sample, the statistical error varies between +/- 2.3% and a maximum of +/- 4.4% and the level of significance is 95%.